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Ticketing

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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

REFUND RECORD       AGT-13579005
AA/09NOV10 L TKT-Y NM NAME TEST/REFUND FEE
I ISSUED            20OCT10
D1 DOCUMENT         607 1234123123 4 CPNS 1000
F FARE PAID INR     1760
U FARE USED         0
FARE REFUND         1760
MF MISC FEE         100
XT TAX REFUND       0 >TRFT
REFUND TOTAL        1660

FP1 CCCAXXXXXXXXXXXX5017/0711 1660

CURRENCY CODE NOT PERMITTED

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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