Terms & Conditions
Etihad Holidays Website – Terms & 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
- Links to Third-Parties' Websites
- Choice of law and jurisdiction
1. 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.
2. 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.
3. 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.
4. 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.
5. 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.
6. 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.
7. Website Bookings
You can book for up to 9 guests per booking on the Etihad Websites (Airlines website
only). 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.
8. 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.
9. 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 ma limit or stipulate the carrier's liability in certain circumstances.
10. 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.
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.
13. 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.
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.
15. 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 contact us.
Etihad Holidays Bookings – Terms & Conditions
The following terms shall bear the following meanings in these Booking Conditions:-
“Child” means a person under the age of 12 years on the relevant return date of travel;
“Etihad Holidays”, “we” or “us” means Etihad Holidays a division of Etihad Airways PJSC a company registered in Abu Dhabi whose principal place of business is at P.O. Box 35566, Abu Dhabi, United Arab Emirates;
“Force Majeure” means any unusual circumstance beyond our control including but without limitation war or threat of war, terrorist activity, adverse weather conditions, industrial dispute, closure of airport or technical difficulties;
“Holiday” means the holiday booked by you or on your behalf with us;
“Lead Name” means the first named customer on any Holiday booking;
“Significant Change” has the meaning set out in section 6;
“Travel Agent” means any agent through whom your Holiday with us is booked;
“UAE” means United Arab Emirates; and
“You” means any customer who is or may be considering the booking of any Holiday and includes all members of any party who are booking together.
1. The Contract
These conditions and other information in all Etihad Holidays’ brochures, price booklets, separate publicity material and our web site form the contract between you and us. All Holidays are subject to availability and these booking conditions. In the event of any conflict between these booking conditions and any of the brochures, price booklets, separate publicity material or our web site, these booking conditions will prevail.
You are recommended to read these booking conditions carefully and in the event that there is anything, which you do not understand, contact Etihad Holidays (or your Travel Agent if you have booked via an agent) for clarification.
You need to be aware that these conditions contain a limitation of our liability to you and of our obligations in relation to any Holiday, which you book.
These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchased and use on your Holiday.
When you have booked your Holiday, paid a deposit and we have issued a confirmation or receipt to you or to your Travel Agent and you have signed our booking form, a contract exists between you and us.
The Lead Name guarantees that he or she has full authority to make the Holiday booking on behalf of all customers named on the Holiday booking and guarantees to pay all sums which are or may become due in relation to such Holiday.
The purchase and sale of the Holiday shall take place (or shall be deemed to take place) and come into effect in the UAE, whatever the circumstances of your booking. Notwithstanding any conflict of laws principles, these booking conditions and any contract between you and us shall be governed exclusively by the laws of the Emirate of Abu Dhabi and the federal laws of the UAE, and the Civil Courts of the UAE in Abu Dhabi shall have exclusive jurisdiction to determine any dispute or claim that arises out of or in connection with the contract with you or its subject matter or formation (including non-contractual disputes or claims).
2. How to Book
A Holiday booking can be made through Etihad Holidays Retail Shops, Sales Offices or directly with the Etihad Holidays Call Centre +9712 5990700 or through a Travel Agent.
When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. In that case, all monies paid by you to the Travel Agent are held by the Travel Agent as your agent until the booking is accepted and confirmed by Etihad Holidays.
A booking form must be completed and signed by the Lead Name being a person aged 18 years or over and a non-refundable deposit paid to Etihad Holidays of 10% of the total package cost. Should your Holiday incorporate a specialist holiday component such as Cruise Companies, (“Specialist Holiday”) and some hotels a full payment will be required and will be advised at the time of booking. If the booking is made 16 days or less prior to departure full payment will also be required for your Holiday booking.
If a deposit has been paid the full balance must be settled no later than 16 days before your departure date. If we do not receive the balance by the due date we will treat the booking as cancelled by you and you agree to pay the cancellation charges as described in section 5.2 of these booking conditions.
We accept cash, cheques, credit and debit cards.
Once full payment has been received for a confirmed booking, Etihad Holidays will issue air E-tickets plus vouchers for other services booked. These vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier.
4. Holiday Price
All our prices are quoted in AED, (unless otherwise specified). We will give you or your Travel Agent a price quote at the time of booking and once you have accepted that price and a booking has been made and confirmed through payment of deposit or in full, we will hold that price.
The only additional charges we may pass on to you are those imposed by the UAE or foreign governments, other regulatory bodies and/or airlines.
What your Holiday price usually includes (subject to our confirmation in writing):
- return transportation including luggage allowance as confirmed;
- overseas transfers / transportation as confirmed;
- accommodation, meals (including any bonus offers) where they have been booked and confirmed;
- the services of a representative, tour guide or an appointed local agent, including a 24-hour emergency contact (except cruises);
- any other services e.g. excursions, car rental, ski packs, etc. where they have been booked and confirmed; and
- Child discounts where they have been booked and confirmed.
What your Holiday price does not include:
- passport, visa and health protection fees;
- cots, car seats and food for infants;
- meals unless otherwise specified;
- excursions or entrance fees unless otherwise specified;
- overseas airport departure charges payable locally;
- porter age, personal expenditure, tips, laundry, hotel extras;
- transport cost to your departure airport unless specified;
- Holiday insurance.
5. Changes or cancellation by you
If you wish to change your booking after a deposit has been paid, the Lead Name should contact their Travel Agent if they booked via a Travel Agent; or Etihad Holidays if they booked directly and subject to availability, we will try to meet the request.
If we are able to make the change requested, you agree to pay a non-refundable amendment fee of AED 200/- per person per change if the change(s) is / are made 16 days or more before departure in addition to any applicable ticket change fees or increase in Holiday costs i.e. where you upgrade accommodation or increase passengers. Changes made 15 days or less before departure will be treated as a cancellation and the charges in section 5.2 will apply.
We may, at our sole discretion, waive charges due to be made if the changes increase the cost of your Holiday and do not involve a change of destination / departure date.
Many suppliers, particularly airlines, cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels do not permit us to change names or travel dates and impose full cancellation charges.
If this is the case, we will pass these charges on to you, in addition to our administration charges. Some accommodation types, particularly self-catering, cruise ship cabins and hotel rooms with reductions for 3 + people, are priced according to the number of occupants. If fewer people travel than originally booked there will be extra charges to pay, which will be advised to you when you make the changes.
If you or any member of your party wishes to cancel your booking once a booking has been confirmed and an invoice or receipt has been issued, the Lead Name must notify their Travel Agent (or Etihad Holidays direct if the booking was made directly with Etihad Holidays) in writing. The cancellation charges you will be required to pay will be calculated on the basis of the date we receive the written notification and the booked departure date. Please note we cannot refund deposits, amendment fees or insurance premiums.
We strongly recommend that you take out comprehensive holiday insurance which includes cancellation cover. We incur costs from the time you make your booking and you agree that if you cancel your booking, you will compensate us for our expenses and losses as per the table and paragraphs below or if greater (for example if cruise companies, Disneyland® Resorts, Ski & Safari operators and some hotels are concerned) the cost borne by us as a result of your cancellation.
Cancellation charges vary according to the type of Holiday booked and certain hotels and products. You will be advised at the time of booking of the relevant cancellation terms and conditions.
a) Etihad Holidays Packages
|Number of days between the booked departure date and the written Cancellation is received by us
||Cancellation amount as a % of price
|15 - 8 days
|7 – 4 days
|3 days or less & no show
b) Exceptions - All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Extended Touring & Self Drive itineraries and Disneyland® Resorts.
|Number of days between the booked departure date and the written Cancellation
is received by us
||Cancellation amount as a % of price
|90 – 46 days
|45 – 31 days
|30 – 22 days
|21 days or less & no show
All Holidays to Maldives, Seychelles and Mauritius during the Peak Season (i.e. 20 December – 15 January) are non-refundable if cancelled within 60 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
During Public Holidays and over Special Events stricter conditions may apply for some hotels and suppliers. Cancellation terms & conditions specific to your booking will be advised and confirmed at time of booking.
For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact your Etihad Holidays Agent for details.
For any groups of ten or more customers travelling together special terms & conditions apply, which will be advised during the booking process.
6. If we have to change or cancel your holiday
We will do our utmost to deliver your Holiday as booked. As we plan the arrangements many months in advance we may occasionally have to make changes and reserve the right to do this at any time.
If we have to make a Significant Change (as defined below) in circumstances where there has been no Force Majeure, we will notify the Lead Name or your Travel Agent as soon as practically possible and you will have one of three options:
- accepting the changed arrangements;
- transferring to another holiday offered by us and paying or receiving a refund for any price difference; or
- cancelling your Holiday and receiving a refund of all monies paid to us (excluding any travel insurance)
Significant Changes are limited to changes involving:
- Your departure airport;
- Your destination area;
- A change of accommodation to a lower star grading; or
- Your departure time from your Etihad origin airport, or length of Holiday by more than 12 hours (excluding transport delays once you have checked-in).
In cases where any part of your Holiday is on a request basis, the deposit or final payment will only be refunded in full if Etihad Holidays is unable to confirm the booking and no cancellation charges apply to any confirmed components of the Holiday.
No refunds will be available on unused services.
Any refunded payments will be processed by the same payment method used to make the booking initially and to the same payee. The exception for this will be cash payments received by Etihad Holidays for Holiday packages which will be refunded in the form of a cheque to the original payee on presentation of valid identification.
No refund will be given in any circumstances unless original travel documents and invoice are returned to Etihad Holidays.
All refunds will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
8. Our liability to you
a) We accept responsibility for ensuring that the travel arrangements you book with us are supplied as described in our brochure or on our website. If any part of these travel arrangements is not provided as promised, we will pay you appropriate compensation if this has affected your enjoyment of your travel arrangements. We accept responsibility for the acts and / or omissions of our employees and agents. Our liability in all cases (including in cases of gross negligence) except for death or bodily injury shall be limited to a maximum of the cost of your Holiday and any reasonable directly attributable costs.
b) We accept no responsibility for any delays or cancellations or non availability of any meal or service due to Force Majeure.
c) In rare cases errors may occur when inputting prices into our reservations system or when printing our brochure. We regret that any contract entered into on the basis of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being made following a systems error we will advise you as soon as possible and offer you the choice of either a cancellation with a full refund or continuing with your arrangements upon payment of the difference in price applicable.
d) You should note that the acceptance of any liability on our part in any circumstances is subject to the amount of any claim against Etihad Holidays being reduced by any amount paid to the claimant from time to time for the same claim such as (i) any employee, agent or supplier of Etihad Holidays who is in any way responsible for the death, injury or illness you suffer and / or (ii) under any relevant insurance policy held by the claimant.
e) If you, or any member of your party, suffer death, illness or injury whilst overseas arising out of an activity which does not form part of your Holiday arrangements, we shall at our discretion, offer advice, guidance and assistance. Where legal action is contemplated and you want our assistance, you must obtain our written consent prior to commencement of proceedings. Our consent will be given subject to you undertaking to assign any costs and benefits received under any relevant insurance policy to ourselves. In any case, we limit the cost of our assistance to you or to any one booking form to maximum AED 10,000/-.
f) In respect of Etihad flights included in your Holiday we will use our reasonable endeavors to ensure that in the event of a delay exceeding 3 hours, you will receive light refreshments, in the event of a delay exceeding 6 hours, you will receive a main meal, and in the event of an overnight delay, wherever possible, you will receive meals and accommodation. This section 8(f) is subject to the availability of meals and / or accommodation, and the policies of third party operators, at the location of the delay.
g) We do not recommend, arrange or endorse any specific medical services or medical service providers. Notwithstanding anything herein, we will not be liable for any damages, claims, injuries, health risks, losses, liabilities, incidental or consequential damages (collectively known as “damages”) whatsoever and howsoever caused, arising out of, or in connection with, the use or misuse of medical services received during your holiday, whether such damages arise in contract, tort, negligence, equity, statute law, or by way of any other legal theory.
h) If we make arrangements for you with any third party to provide any services other than carriage by air, or if we issue a ticket or voucher provided by a third party such as surface transportation, hotel reservations, car rental, or any other activities, in doing so we act only as your agent. We will have no liability to you for any such services we arrange for you unless any loss or damage is caused solely by our gross negligence and in such case our liability shall be subject to clause 8.1(a). The terms and conditions of the third party service provider will apply.
Such conditions are available from us upon request.
9. Your responsibility
a) You must ensure that you and all customers named on your Holiday booking have valid passports, any appropriate visas and vaccinations. We are not liable for any costs, delays or illness resulting from your failure to meet these requirements. Please check with the appropriate tourist board/embassy of the destination you are travelling to prior to departure to ensure you have fulfilled any visa/passport requirements in good time before you depart.
b) You are responsible for providing all information to us which we or any airline or other carrier or customs or governmental body may require. This may include information about your name, passport number, nationality, date of birth, gender, country of residence, travel history, occupation, home address, point of origin, final destination and address at destination.
c) You are responsible for ensuring that any existing medical conditions or disabilities, which may require assistance, are declared to us before you book your Holiday or, if newly diagnosed, before the date of departure. We can only accept your booking upon the clear understanding that we cannot be liable if any carrier refuses to accept you or any member of your booking as a passenger if this information is not made known to us. In all circumstances it remains your responsibility to ensure that you are fit to travel and to participate in all of the services and facilities which you have booked and undertaken and also that you have taken the relevant travel and medical insurances. We reserve the right to ask for further medical information from you if you notify a health matter to us and to refuse or cancel your Holiday in our absolute discretion.
d) You are responsible for the behaviour of yourself and all customers named on your Holiday booking. We or our suppliers reserve the right to refuse your booking or to remove you and/or any member of your booking from any Holiday arrangement if you or any member of your booking is reasonably deemed to behave in a disruptive or dangerous manner. We will make no refund or payment of any costs incurred by you or any member of your booking under these circumstances, and you may face criminal prosecution.
e) You are reminded that Captains of aircraft have absolute authority over the aircraft and its passengers whilst boarding or in flight. The Captain or other authorized representative of an airline can refuse to carry anyone if they are unruly or are otherwise unfit to travel or are a danger to the flight or other passengers. If you are refused carriage in these circumstances your Holiday will terminate immediately and will terminate immediately and will be considered as a cancellation by you in accordance with Section 5.2 in such circumstances we will have no further responsibility or liability to you or any member of the booking.
f) If you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance.
g) If you receive any medical services whilst on Holiday you acknowledge and agree that such services shall be taken at your own risk and it is your own responsibility to consult appropriate health professionals on any matter relating to your health and well-being.
For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays. Please contact your Etihad Holidays Agent for details.
We plan our holiday arrangements with great care, and in the unlikely event of a complaint about any aspect of your Holiday, it should be reported immediately to the Etihad Holidays’ local representative or to the Etihad Holidays Operations Team (+971 2 599 0700), who will give a priority response to resolve in-resort issues.
Should the matter not be resolved while you are on Holiday, any complaint must be submitted in writing within 30 days of return from your Holiday to your Travel Agent or to Etihad Holidays, Guest Relations Department, P.O. Box 35566, Khalifa City A, Abu Dhabi, United Arab Emirates, or by e-mail to firstname.lastname@example.org
We regret we cannot entertain claims outside this period.
Applicable on or after 01 January 2013 until further notice.