Etihad Airways offers a flexible cancellation policy, with specific conditions for refunds and fees based on ticket type, fare rules, and timing. Here’s a concise overview based on the latest information:
Within 24 Hours of Booking: If you book directly with Etihad Airways (via etihad.com, the Etihad app, Contact Centre, or ticket office) at least 7 days before departure, you can cancel within 24 hours of booking without a cancellation fee and receive a full refund. This applies to all fare types, including refundable and non-refundable tickets.
After 24 Hours:
- Refundable Tickets: You can cancel at any time before departure and receive a full refund for the unused portion, minus applicable cancellation fees. Fees vary by fare class, route, and timing, typically ranging from $200 to $400 if cancelled within 7 days of departure.
- Non-Refundable Tickets: No monetary refund is available, but you may receive Etihad Credit (travel vouchers) for future bookings, subject to fare rules.
- Cancellation Fees: For tickets issued on or after March 21, 2024, cancellations within 96 hours of departure incur an additional 10% fee. A no-show fee applies if you fail to cancel at least 4 hours before departure, unless due to specific exemptions (e.g., flight disruption, death of a passenger or immediate family member).
Airline-Cancelled Flights: If Etihad cancels your flight, you’re entitled to:
- A full refund, processed within 21 days for credit/debit card payments or up to 45 business days for other methods (e.g., cash, check).
- Rebooking on an alternative Etihad flight at no extra cost.
- Compensation under EU Regulation 261/2004 for flights departing from the EU, if cancelled less than 14 days before departure, unless caused by extraordinary circumstances (e.g., weather, air traffic control strikes). Compensation ranges from €250 to €600, depending on flight distance. For flights from Thailand, compensation of THB 1,500 may apply for delays over 5 hours.
- If a cancellation or significant delay (over 5 hours) requires an overnight stay, Etihad provides hotel accommodation and transport between the airport and hotel.
Special Circumstances:
- Death of a Passenger or Immediate Family Member: Cancellation or change fees are waived with official documentation (e.g., death certificate).
- COVID-19 or Government Restrictions: For flights affected by travel bans or regulations, Etihad may offer full refunds or fee-free rebooking, depending on the situation. Check fare rules for eligibility.
- Significant Delays: For delays over 5 hours, you may opt for a full refund without cancellation fees.
How to Cancel:
- By Phone: Contact Etihad’s Contact Centre at +1-877-240-6770. A $30 service fee may apply for cancellations or changes.
- At Airport: Visit an Etihad ticket counter or check-in desk with your booking details.
- Through a Travel Agent: If booked via a third party, contact the agent directly to process cancellations, as their policies may apply.
Refund Process:
- Refunds are processed to the original payment method (credit/debit card refunds take ~21 days; other methods up to 45 business days).
- For credit card bookings, check eligibility at etihad.com/manage. Non-electronic payment methods (e.g., cash, check) cannot be refunded online; contact Etihad or your agent.
- Etihad Credit can be requested instead of a refund, usable for future flights or extras (e.g., seats, baggage).
- Extras (e.g., extra legroom seats) are non-refundable unless the flight is cancelled or changed by Etihad.
Award Tickets (Etihad Guest Miles): For cancellations, you forfeit a percentage of the “fare” (miles plus taxes/fees, valued at 1.8¢ per mile):
- 21+ days before departure: Forfeit 25%.
- 8–21 days: Forfeit 50%
- Within 7 days: Forfeit 75%.
- Refunds deduct taxes first, then miles. This policy is notably complex and punitive.
Additional Notes:
- Cancellations are not permitted for bookings paid by cash, check, or other non-electronic methods online; contact Etihad directly.
- For partially used tickets, refunds or changes are subject to fare rules and may incur additional fees.
- Ensure your contact details are updated at etihad.com/manage for real-time flight notifications.
- For EU departures, passengers may be entitled to additional rights under EC 261/2004, including meals, communication (e.g., two phone calls or emails), or accommodation for significant disruptions. Claims can be submitted via etihad.com/feedback or, for Spain, to the Spanish Aviation Safety Agency (AESA) after contacting Etihad.
- For tickets with a 13-digit number starting with 607, manage cancellations directly with Etihad; otherwise, contact the issuing airline.
