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
- Privacy Policy
- Indemnity
- Links to Third-Parties' Websites
- Complaints
- 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.
11. Privacy Policy
Please click here to view our Privacy Policy.
12. 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.
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.
14. 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.
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
Definitions
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
“First Named” means the first named customer on any Holiday booking
“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
“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
“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, separate publicity material or 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, 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 use on your Holiday.
When you have booked your Holiday, completed a booking form, paid a deposit and we have issued a confirmation to you or to your Travel Agent, a contract exists between you and us.
The First Named 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 law 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 over any dispute arising over our contract with you.
2. How to Book
A Holiday booking can be made through the Etihad Holidays Shops, Etihad Holidays Call Centre on toll free 800 23 24 in the United Arab Emirates, Etihad Holidays sales offices or through your 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.
3. Payment
A booking form must be completed and signed by the First Named being a person aged 18 years or above and a non-refundable deposit amounting to 10% of the total package cost, or the full holiday price if booked 21 days or less before departure.
All figures quoted (unless otherwise specified) will be in UAE Dirhams (“AED”).
In cases where the holiday is on a request basis, the deposit or full payment will be refunded in full if Etihad Holidays is unable to confirm the booking.
The full balance must be paid no later than 21 days before you leave. 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 cheques, credit or debit cards. However, due to the fee levied on Etihad Holidays by the credit and debit card companies, a charge may be made if you pay using a credit or debit card. You will be advised of any charges at the time of booking
Once full payment has been received for a confirmed booking, Etihad Holidays will issue air tickets plus vouchers for other services booked. These vouchers must be surrendered by the customer on arrival overseas to the relevant supplier of the services, e.g. hotel, ground transportation supplier, etc.
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, 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 airlines.
What your holiday price includes;
- Return transportation including luggage allowance as confirmed.
- Overseas transfers/transportation as confirmed.
- Accommodation, meals as confirmed.
- The services of a representative, tour guide or an appointed local agent.
- Any other services e.g. excursions, car rental, etc. as confirmed.
- Child discounts as booked and confirmed.
What your holiday price does not include;
- Passport, visa and health protection fees.
- Cots and food for infants.
- Meals unless otherwise specified.
- Excursions or entrance fees unless otherwise specified.
- Overseas airport departure charges payable locally.
- Porterage, personal expenditure, tips, laundry, hotel extras.
- Transport cost to your departure airport unless specified.
- Taxes or compulsory charges levied by Governments, regulatory bodies or airlines.
- Security charges introduced or increased after you have booked.
- Credit card charges if applicable.
- Holiday insurance. (See page 51)
5. Changes or cancellation by you
5.1. Changes
If you wish to change your booking after a deposit has been paid, the First Named should contact their Travel Agent if they booked via a Travel Agent or Etihad Holidays direct if they booked direct with Etihad Holidays and we will try to meet the request, but this may not be possible.
All requests for a change must be in writing signed by the First Named.
If we are able to make the change requested, you agree to pay a non-refundable administration fee of AED 100 per change if the change(s) is/are made 21 days or more before departure. Changes made 20 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.
Important notes:
Many suppliers, particularly airlines, cruise companies and safari operators, do not permit us to change names or travel dates and impose full cancellation charges. We will pass these on to you in addition to our administration charge, where applicable.
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.
5.2. Cancellations
If you or any member of your party wishes to cancel your booking once a confirmation invoice has been issued, the First Named must notify Etihad Holidays or their travel agent in writing by fax. The cancellation charges you will be required to pay will be calculated from the date we receive written notification. Please note we cannot refund deposits, amendment fees or insurance premiums.
We strongly recommend that you take out full 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 below or if greater (for example if cruise companies or safari operators are concerned) the cost borne by us as a result of your cancellation.
No refund will be given in any circumstances after documents have been issued unless the documents are returned to us at the address in paragraph 10.
Our cancellation charges increase the nearer the cancellation is made to your departure date and this is because there is a reducing opportunity for us to re-sell your holiday.
| Number of days when written cancellation is received by us |
Cancellation amount as a % of price |
| 21 days and over |
Deposit only |
| 20-14 days |
15% |
| 13-7 days |
25% |
| 6-3 days |
50% |
| 2 days or less and no shows |
100% |
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 in circumstances where there has been no Force Majeure, we will notify the First Named or your Travel Agent as soon as 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.
- Cancelling your holiday and receiving a refund of all monies paid to us.
Significant Changes are limited to changes involving:
- Your UAE departure airport.
- Your destination area.
- A change of accommodation to a lower star grading.
- Your departure time from the UAE or length of holiday by more than 12hrs. (excluding transport delays once you have checked-in).
We regret that we cannot accept responsibility for any other losses or expense you suffer.
7. 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, agents and suppliers except where they lead to death, injury or illness. Our liability in all cases 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. We accept responsibility for death, injury or illness caused by the negligent acts and/or omissions of our employees or agents, or suppliers and sub-contractors, whilst acting within the scope of or in the course of their employment, in the provision of your travel arrangements. We will accordingly pay you such damages as might have been awarded in such circumstances under Abu Dhabi and UAE law.
d. In respect of travel by air, sea and rail and the provision of accommodation, our liability will be limited in the manner provided by the relevant international conventions. Copies of these conventions are available from us but please allow up to 28 days for delivery.
e. 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 (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.
f. 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 package travel arrangements or an excursion arranged through us, 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. We limit the cost of our assistance to you or to any one booking form to AED 10,000/-.
g. In respect of the main flights included in your Holiday we will use our reasonable endeavours 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 7(g) is subject to the availability of meals and/or accommodation, and the policies of third party operators, at the location of the delay.
8. Your responsibility
a. You must ensure that you and the rest of your party 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.
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 party 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. 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 your party. We or our suppliers reserve the right to refuse your booking or to remove you and/or any member of your party from any Holiday if you or any member of your party is reasonably deemed to behave in a disruptive, dangerous of annoying manner. We will make no refund or payment of any costs incurred by you under these circumstances, and you may face 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 authorised 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 as will the contract between you and us and we will have no further responsibility or liability to you.
f. If you participate in sports, water-sports or winter sports whilst on Holiday such participation is at the your own risk and it is your own responsibility to obtain the relevant insurance.
9. Insurance
For your own interest we strongly recommend that you arrange cover with acomprehensive holiday insurance policy to travel on any of our Holidays. See also page 151.
10. Complaints/Refunds
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 who will do their best to solve the problem.
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 Airways, Guest Affairs Dept. P.O. Box 35566, New Airport Road, Abu Dhabi, United Arab Emirates, or by e-mail to feedback@etihad.ae
We regret we cannot entertain claims outside this period.
No refunds will be available on unused services.
Etihad Holidays
Applicable on and after 1st May 2008 until further notice