Ticketing

• Reconfirmation
• Automated Ticketing Time Limits
• Global Service Fees
• Refunds
• Agency Debit Memos
• Groups




Reconfirmation
It is not longer necessary to reconfirm any Etihad Airways flight. We do ask that contact numbers and email addresses in the home country/ or destination are added into the PNR at the time of booking. This will ensure we able to contact to your guests as soon as possible in the event of any disruptions or last minute schedule changes



Automated Ticketing Time Limits
Etihad Airways operates an automated Ticketing Time Limit system which monitors all Etihad Airways booking. Every year a large number of seats cannot be sold, as they have been held in the system and never materialise into confirmed and ticketing bookings.

To ensure we can offer you the maximum available the ticketing time limit system was introduced to
•   Ensure compliance with our Ticketing Time Limit policy
•   Allow the release of seats for re-sale
•   Reduce No-shows on departure

A notification message will be sent prior to the ticketing time limit expiring through the GDS. If there are no valid ticket numbers in the bookings, the PNR will be cancelled. Fictitious ticket numbers are not permitted for holding bookings

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Global Service Fees
Etihad Airways Global Service fees are chargeable through our Global contact centres and Retail offices (city and airport offices) and have been in effect since 1st February 2011.

These fees have been standardised by region and provide consistency across all of our markets.

Etihad Airways Global Service Fees are:
• New booking (Ticketing) Fee
• Change Fee
• Refund Administration Fee

1. Conditions:
• All fees given below are charged by Etihad Airways Retail offices and Global Contact Centres only.
• Service fees are charged per guest ticket (including Child and Infant tickets).
• All service fees are non refundable.
• All markets should charge the local currency fee and/or equivalent in local currency amount.
• Service Fees are chargeable regardless of the date of ticket issue.
• Service fees to be charged by the local office who actions the appropriate service and takes payment from guest. However if the payment cannot be collected locally and will be made elsewhere, the applicable service fee for that station should be applied and guest to be advised accordingly. In such cases, remember to update booking with the relevant details. E.g. For a ticket change requested in Bangkok, guest in Frankfurt and service fee payment to be made on departure at airport, apply service for Germany.

1.1. New Booking (Ticketing) Fee
1) Fee applies to all new bookings made by Etihad Airways Retail Offices and Global Contact Centres.
2) Fees to be collected at the time of document issuance including VMPD/MPD’s.

Exemptions:
• EY Holidays (tickets)
• Bookings made online through www.etihadairways.com
• Group tickets
• ID/AD/ DIP / FOC* & Etihad Guest Mileage Reward Tickets-Open seats and Guest Seats.
• Service recovery tickets authorised by Etihad Guest Affairs-HDQ.
• ‘Click to Call’ from www.etihad.com 
• Any services issued against Denied Boarding compensation MCO.
• EMD – issued for Ancillary Services
• HALA Abu Dhabi

1.2. Change Fee
1) Fee applies when Etihad Airways is contacted by trade partners and/or direct guests making changes to bookings where original ticket was not issued by Etihad Airways.

2) Fee is charged by the EY office that makes the change in their local currency.

3) Fee applies to GO-SHOW and NO-SHOW guests.

4) Fee is payable in addition to any change of reservation fee, difference in fare and any applicable penalties as per fare conditions, including tickets that permit free changes to itinerary.

5) UAE/Middle East (Travel agents original tickets) -For countries where the OB tax is a percentage charge on the base fare, this percentage should also be charged on any additional fare difference amount and in addition to any change of reservation fee, penalties as per fare rules and the fixed service fee.

6) Reissue of e-ticket with service fee in the ‘OB’ tax box is required.

Exemptions:
• Premium tickets – Diamond First & Pearl Business Zone (see chart for exemptions)
• Bookings made directly with Etihad (e.g. www.etihadairways.com, Global contact centre or Retail City, Airport offices).
• Groups tickets
• Involuntary Re-scheduling/ Re-routings owing to Etihad Airways schedule changes due to operational reasons.
• ID /AD / DIP / FOC* and Etihad Guest Mileage Reward tickets
• Service Recovery tickets authorised by Etihad Guest Affairs-HDQ
• Any services issued against Denied Boarding compensation MCO
• EMD – issued for Ancillary Services
• HALA Abu Dhabi
• EY Holidays (tickets)

*F.O.C includes GE/BF/SP/WN/DM/SG

1.3. Refund Administration Fee
1) Fee applies on all refund requests processed by Etihad directly that includes:
• All ticket zones.
• Tickets issued online through www.etihad.com
• Tickets issued through Etihad Airways Retail Offices (City, Airport offices) and
• Global Contact Centres.

2) Fee is in addition to any fare penalties applicable to fare paid.
3) Refund administration fee should be deducted at time of processing by local Etihad Retail offices and/or E-services.
4) Infants -If base fare for infant ticket is less than the refund administration fee no further charge to be applied.

Exemptions:
• Involuntary Re-scheduling/ Re-routings owing to Etihad Airways schedule changes due to operational reasons.
• Bereavement (Death) of the guest only.
• Etihad Guest Mileage Reward tickets.(Open or guest seat)
• ID / AD / DIP/ FOC
• Service Recovery tickets authorised by Etihad Guest Affairs HDQ
• Groups tickets
• MCO’s issued for processing visa fees.
• DBC (Denied Boarding Compensation) MCO for refund as cash alone.
• EMD – issued for Ancillary Services
• HALA Abu Dhabi
• EY Holidays (tickets)

2. Ticketing Instructions:
Global service fee Tax code is ‘OB’.

2.1. New Booking Fee
All tickets must show the service fee as an ‘OB’ tax in local currency and is in addition to the base fare and applicable taxes.
Entry: >TTK/XEUR15.00OB

2.2. Change Fee
All tickets should be reissued and show the service fee as an ‘OB’ tax in local currency, this will allow tracking of ticket changes.
Entry: >TTK/XEUR15.00OB

Exception:
If a re-issue is not possible due to time constraints at our airport ticket offices, and/or where local restrictions a manual MCO (where there is no ticketing facility) or EMD-MISC may be issued.

Example:
1) Retrieve PNR: >RT X8D9KF

RP/AUHEY0150/AUHEY0150        AA/SU       25JAN12/0839Z        X8D9KF
AUHEY0150/7000AA/25JAN12
1.TEST/CHANGE FEE
2 EY 011 Q 10MAR 6 AUHLHR HK1 3 0240 0645 *1A/E*
3 AP AUH +971 2 5112233 - TRAVEL SERVICES - HQ - A
4 TK OK25JAN/AUHEY0150//ETEY
5 FA PAX 607-2107353754/ETEY/AED2730.00/25JAN12/AUHEY0150/86491366/S2
6 FB PAX 2500824540 TTP/ET/RT/XH1 OK ETICKET/S2
7 FE PAX VALID ON EY ONLY/S2
8 FP INV
9 FV PAX EY/S2
 

2) Update EMD service element	IU EY HK1 MISC AUH/25JAN-GSF FOR DATE CHANGE/P1
3) Create blank mask	TMC/L2
4) Update reason for issuance in remarks	TMI/M1/H-GSF FOR DATE CHANGE
5) Update coupon value:	TMI/M1/CV-200
6) Update present to	TMI/M1/DETIHAD AIRWAYS
7) Update Present to	TMI/M1/AAUH
8) Update fare	TMI/M1/FAED200
9) Update form of payment	TMI/M1/FP-CASH
10) Update ‘issued in connection with’	TMI/IC-TKT6072107353754E1
10) Issue EMD	TTM/RT

EMD Display:

EMD-6074560006005 TYPE-S SYS-1A                     LOC-X8D9KF
INT- FCI-1 1          POI-AUH DOI-25JAN12         IOI-86491366
PAX- TEST/CHANGE FEE                                       ADT
RFIC-I INDIVIDUAL AIRLINE USE
REMARKS--GSF FOR DATE CHANGE
CPN-1 RFISC-MSC EY AUH S-O                        VALUE-200.00
DESCRIPTION-MISCELLANEOUS SERVICE
PRESENT TO-ETIHAD AIRWAYS
PRESENT AT-AUH
ICW-6072107353754C1
SERVICE REMARKS-
FARE F AED                200.00
EXCH VAL AED     200.00        RFND VAL
TAX-
TOTAL          AED        200.00
/FC
FP CASH

 

2.3. Refund Administration Fee
This service fee must be charged on all tickets being processed for refund by Etihad and is in addition to any fare penalties applicable to fare paid.

Example:
1) Retrieve ticket :               >TRF607-1234123123
2) Update Refund Fee:        >TRFU/MF100.00
3) Update all other applicable charges using TRFU entries

4) Process Refund: >TRFP

Appendix 1 – Fee Table

Channel	Booking Fee	Change Fee	Refund Fee
www.etihadairways.com	FREE	BOOKINGS CANNOT BE CHANGED ONLINE	TICKETS CANNOT BE REFUNDED ONLINE
Etihad Retail Offices / Global Contact Centre	CHARGED AS PER BELOW LIST	- FREE FOR BOOKINGS MADE BY ETIHAD. - CHARGED AS PER BELOW LIST FOR BOOKINGS MADE ON BEHALF OF TRADE PARTNERS AND/OR DIRECT PASSENGERS	CHARGED AS PER BELOW LIST FOR ALL TICKETS

All markets should charge the equivalent local currency amount.
 

Area	Booking Fee	Change Fee	Refund Fee
UAE	7%	AED100	AED100
EUROPE*	EUR15	EUR15	EUR15
ASIA PACIFIC SOUTH	USD20	USD20	USD20
AUSTRALIA	AUD20	AUD55	AUD110
AMERICAS  MIDDLE EAST* AFRICA  ASIA PACIFIC NORTH  INDIAN SUBCONTINENT*	USD20	USD20	USD20

*See Appendix 2 - Country Variations
 

Country	Booking Fee		Change Fee	Refund Fee
Canada	CAD20		CAD20	CAD20
Bahrain	USD20		USD20	USD20
Bangladesh	Not applicable		USD50	USD25
Belarus	EUR15 (USD20)		EUR15 (USD20)	EUR15 (USD20)
Belgium	EUR20		EUR20	EUR20
Cyprus	GCC	Premium Zone EUR45	EUR20	EUR15
		Coral Zone EUR25
	Other Sectors	Premium Zone EUR75
		Coral Zone EUR45
Egypt	Premium Zone - USD50		Premium - USD50	Premium Zone - USD50
	Coral Zone – USD25		Coral Zone – USD50	Coral Zone – USD25
France	EUR25		EUR25	EUR25
Germany	EUR30		EUR30	EUR30
Greece	Premium Zone EUR20		EUR30	EUR15
	Coral Zone EUR20
India	USD20		USD30	USD20
Indonesia	USD20		USD20	USD50
Iran	USD20		USD20	USD20
Ireland	EUR25		EUR25	EUR25
Italy	EUR25		EUR25	EUR25

Japan	USD20	USD20	USD20
Jordan	Premium Zone JOD30 Coral Zone JOD20	JOD 20	JOD 20
Kazakhstan	USD20	USD20	USD20
Kenya	USD50	USD50	USD50
Kingdom Of Saudi Arabia	7%	USD20	USD20
Korea	KRW25,000	KRW25,000	KRW25,000
Kuwait	USD20	USD20	USD20
Lebanon	USD20	USD20	USD20
Malaysia	USD20	USD20	USD20
Maldives	USD20	USD20	USD20
Morocco	USD25	USD25	USD25
Oman	USD30	USD30	USD30
Nepal	USD30	USD30	USD30
Pakistan	USD25	USD25 (inc Premium)	USD25
Philippines	USD20	USD20	USD20
Qatar	5%	USD25 (QAR100)	USD25 (QAR100)
Russia	EUR20	EUR20	EUR20
Seychelles	Not applicable	Not applicable	Not applicable
Singapore	SGD30	SGD30	SGD30
South Africa	USD20	USD20	USD20
Sri Lanka	USD25	USD25	USD25
Sudan	USD20	USD20	USD20

Switzerland CTO & Call Center only (Airport Excluded)	CHF30		CHF30	CHF30
Switzerland Airport Only	CHF 80		CHF 30	N/A
SYRIAN ARAB REPUBLIC	USD 20		USD 20	USD 20
Turkey	GCC	Premium Zone EUR45	EUR20	EUR15
		Coral Zone EUR25
	Other Sectors	Premium Zone EUR75
		Coral Zone EUR45
Thailand	USD 20		USD20	USD20
United Kingdom	GBP25		GBP25	GBP25
USA	USD20		USD20	USD20

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Refunds
For any ticket you have issued through an automated e-ticket system, you can simply make the refund request via your GDS system, please do the following:

• Calculate the refund value for the ticket, all fees and surcharges may be refunded after deducting the applicable amounts for any utilized portion of the journey. On tickets that are non-refundable, only the government taxes may be refunded. Exceptions in some countries may apply.

Consider the following when applying for a refund:
• Refunds are made to the original form or payment
• Refunds may only be processed within 12 months of the first departure date of the unused or partially used ticket
• In the event a ticket is reissued to a higher fare, the refund rules of the original fare still apply irrespective of the refund rule specified on the reissued fare.
• A refund is not applicable on remaining flight coupons if the ticket has been used out of sequence.

If you require further assistance, please contact your local Etihad Airways ticketing office.

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Agency Debit Memos
An Agency Debit Memo (ADM) is raised whenever tickets are not issued in compliance with the ticketing fare conditions for Published or Net fares.

It is your responsibility to ensure that all fare rules and conditions of bookings including RBD's, fare levels, ticket time limits, validity, seasonality and commission been adhered to.The fare quote guarantee provided by GDS does not constitute a guarantee on the fare from Etihad.

If you believe an ADM has been raised in error you shoud dispute this via the BSP Link.

All ADM's should be disputed with 14 days from the date of ADM issue. Please provide all relevant information including supporting documentation and the reason for the dispute. Any ADM's not disputed within the 14 day deadline will automatically be  raised and submitted through BSP Link. If Etihad does not agree with the dispute, the reason will be communicated back to you via BSP Link.

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Groups
Groups are defined as 10 or more passengers travelling together. We can assist with allocations for AD HOC Groups, Series allocation, Religious group movements such as Haj and Umrah, Labour and Marine traffic.

Special fares are available for Group bookings and fares can be arranged together with our partner airlines to various destinations. Seating and special meals for dietary reasons can be arranged in advance. When requesting a group booking quotation, please provide us with the following information:

• Origin & Destination, dates of travel
• Number of seats required
• Number of adults, infants and children
• Class of travel
• One way to return
• IATA or ATOL number (where applicable)
• Ground arrangements in UAE if required

It is not permitted to book Group space directly in the GDS system. If you require a quotation, please contact your local Etihad Airways office.

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