Terms & Conditions

The following terms shall bear the following meanings in these Booking Conditions:

"Activity" means a transfer, tour, activity or admission to an attraction or special event;

"Airline" means Etihad Airways PJSC the national airline of U.A.E.

"Affiliates" means any entity that is wholly or partial owned and under common control by a Party, here Etihad Airways PJSC.

"Booking" means the reservation of one or more Holiday Packages by the Travel Agent

"Cancellation" means a change to the departure date, a change in name (exceptions may be permitted for small corrections), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip.  All other changes to a reservation constitute an Amendment;

"Child" means a person under the age of 12 years on the relevant return date of travel;

"Etihad Holidays" "Etihad" "we" or "us" means, for UAE customers: 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, and for UK/EU customers: Etihad Holidays, a division of Etihad Tourism LLC, a company registered in Abu Dhabi whose principal place of business is at New Airport Road, Khalifa City, PO 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 package 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 7 of these Booking Conditions;

"Standalone" means a booking for hotels, rental cars and/ or Activity's without a flight;

"Travel Agent" means any agent through whom your Holiday with us is booked;

"UAE" means the United Arab Emirates, "KSA" means the Kingdom of Saudi Arabia, "UK" means the United Kingdom and "EU" means the European Union; and

"You" means any customer who is or may be considering the booking of any Holiday and includes all customers named on your Holiday booking who are booking together.

Thank you for choosing Etihad Holidays. To ensure that you understand the conditions of your particular Holiday, please read the following terms and conditions. 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.

  • For UK/EU customers, your contract is with Etihad Tourism LLC trading as Etihad Holidays of New Airport Road, Khalifa City, PO Box 35566, Abu Dhabi, United Arab Emirates. For UAE customers, your contract is with Etihad Airways PJSC, trading as Etihad Holidays, a company registered in Abu Dhabi whose principal place of business is at P.O. Box 35566, Abu Dhabi, United Arab Emirates.
  • These conditions and other information in all Etihad Holidays' brochures, price booklets, separate publicity material and our website, and our Privacy Policy, 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 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.
  • By making a booking with us, you consent to our use of your personal data in accordance with our Privacy Policy and you are authorised on behalf of all persons named on the booking to disclose their personal details to us, including where applicable special categories of data (such as information on health conditions or disabilities and dietary requirements).
  • These conditions do not govern your contract or affect your rights relating to any third party whose services you may separately purchase 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 you are deemed to have agreed to our terms and conditions and 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.
  • Prices are quoted in the currency as determined by your country of booking.
  • Peak travel period surcharge, minimum night stays and holiday blackouts may apply depending on your travel dates.
  • All hotel prices are per person based on double occupancy unless otherwise noted and are subject to change without notice.
  • Online Check-in is available for Etihad Airways flights between 48 hours to 1 hour before departure. Airport Check-in opens 4 hours prior to scheduled departure time. Check-in for Economy Class closes 60 minutes prior to scheduled departure time. Check-in for Business Class closes 45 minutes prior to scheduled departure time. Check-in for all flights to the US will close 2 hours before departure for guests who are commencing their journey in Abu Dhabi. The US Preclearance facility at Abu Dhabi closes for acceptance 60 minutes before departure. For check-in times of other airlines please contact the respective airline. It is recommended that you report to the gate at least 30 minutes before the flight departure. Failure to comply with these conditions may result in the loss of your seat to a stand by passenger or cancelation. All other airline terms and conditions of carriage apply as standard. Please refer at www.etihad.com/en-ae/legal/conditions-of-carriage/
  • Airport/hotel transfers and unique activities require the timely receipt of the complete passenger flight itinerary. If you fail to provide to Etihad Holidays complete flight itinerary prior to the issuance of travel documents, transfers and Activities, if purchased, will not be provided and there will be no refund for this unused service.
  • All international travelers must present a government issued passport that is valid for at least six months from the date of re-entry. It is the traveler's responsibility to provide proper documentation and to comply with the laws of each country flown from or to, and to contact the appropriate consulate, embassy and/or immigration department for your destination country for any specific entry requirements and restrictions. Married or divorced women traveling under names other than what is printed on their travel documents must supply a marriage license and/or divorce decree. Airlines may require documentation for children traveling without their legal guardian beyond what is mandated by the destination country. Please contact Etihad Airways directly at 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE) for details.
  • Room photographs shown are for informational purposes only and may not depict the actual category purchased.
  • 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 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).
  • A Holiday booking can be made online on our website www.etihadholidays.com, directly with Etihad Holidays Sales & Service Centre via
  • Toll-Free number 800 2324 (within the UAE)
  • Local rates 0345 600 8118 (within the UK)
  • All other countries +971 2 599 0700 (outside the UAE)
  • or through your preferred Travel Agent.
  • When a booking is made via a Travel Agent, all communication with Etihad Holidays must be made via the Travel Agent. Etihad Holidays bears no responsibility or liability of any ex parte communication between Agent and customer. 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.
  • We accept cash, credit/ debit cards and Etihad Guest Miles.
  • Once full payment has been received for a confirmed booking, Etihad Holidays will issue E-vouchers for services booked. Printed copies of these E-vouchers must be surrendered by you to the relevant supplier of the services, e.g. hotel or ground transportation supplier at the time of availing the respective services.
a) Etihad Holidays Packages
  • A non-refundable deposit, payable to Etihad Holidays, of minimum 10% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 14 days before your departure date. If we do not receive the full 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 sections 6.5 – 6.11 of these Booking Conditions.
  • A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking direct online. Separate payment policies apply to holiday or special event departures.
  • Until full payment has been received, Etihad Holidays reserves the right to re-invoice your reservation should an error be made in computing your holiday price.
  • At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The airline will process payment at the time the air tickets are issued.
b) All Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination including Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
  • A non-refundable deposit, payable to Etihad Holidays, of minimum 25% of the total package cost shall be due at the time of booking unless specified otherwise. Any non-refundable components of your package, including but not limited to travel insurance, airfares, hotels or special event tickets are payable in full at the time of booking. The full balance must be settled no later than 30days before your departure date. If we do not receive the full 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 6.6 of these Booking Conditions.
  • A surcharge may apply for bookings made over the phone to the Etihad Holidays Sales & Service Centre instead of booking online. Separate payment policies apply to holiday or special event departures.
  • Until full payment has been received, Etihad Holidays reserves the right to re-invoice your reservation should an error be made in computing your holiday price.
  • At the time of credit/debit card payment, Etihad Holidays may split the merchant of record payment between Etihad Holidays and the air carrier booked. The Etihad Holidays portion of the payment will be processed immediately. The air carrier will process payment at the time the air tickets are issued.
c) Standalone Hotel, Car and/ or Activity bookings
  • All Standalone Hotel, Car and/ or Activity bookings or reservations that do not include a flight component are payable in full at time of booking.
  • Terms and conditions are subject to change at any time without notice in Etihad Holiday's sole discretion. Prices may not include passport, visa and health protection fees, cots, car seats and food for infants, transport to your departure airport, porterage, gratuities, meals, handling fees and items of a personal nature unless otherwise noted. Special offers and value-added inclusions may be restricted, modified or withdrawn at any time. These promotional Activities have no cash value and are non-refundable if not provided or used. Prices may vary according to specific travel dates. All amenities shown for a particular property may not be available in every room category. Etihad Holidays reserves the right, at any time, to substitute comparable alternate hotel accommodations, to alter or substitute holiday itineraries or to do both. Special room requests will be communicated to the applicable party but cannot be guaranteed. Additional foreign government departure taxes, fees and tourist cards may be due at the destination by the respective government authority and are not included in your price.
  • Some destinations such as Maldives require resort transfers to be booked prior to arrival in the country. If you do not choose to book these through us you will need to make your own arrangements at least 72 hours before you depart to avoid service failures.
  • If you obtain a quote from us for a booking, but do not book it at the time, we reserve the right to increase or decrease the price at any time before you book.
For UK/EU Customers Only:
  • Etihad Package Holidays: We reserve the right to increase the price of your confirmed Etihad package holiday booking solely to allow for increases which are a direct consequence of changes in: (i) the price of the carriage of passengers resulting from the cost of fuel or other power sources; (ii) the level of taxes or fees chargeable for services applicable to the holiday imposed by third parties not directly involved in the performance of the holiday, including tourist taxes, landing taxes or embarkation or disembarkation fees at ports and airports; and (iii) the exchange rates relevant to the package holiday. We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that. However, if this means that you have to pay an increase of more than 8% of the price of your confirmed holiday (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 7 days from the issue date printed on your final invoice. Should the price of your Holiday go down due to the changes mentioned above, then any refund due will be paid to you less an administrative fee of £10. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place. There will be no change made to the price of your confirmed holiday within 20 days of your departure nor will refunds be paid during this period.
Air transportation
  • Airfares are based on the lowest applicable airfare available under the Etihad Holidays program at the time of booking and are subject to change. Etihad Holidays can guarantee your airfare only after receipt of full payment. Changes in flight itineraries after the issuance of tickets may result in increased airfares, additional surcharges, or non-changeable & non-refundable flights
  • Airline baggage allowance will be as per the fare type purchased as part of your package. Please note baggage allowances can vary significantly with respect to size and weight restrictions. The number of carry-on pieces allowed may also vary by airport or airline. Please consult your travel agent or contact your respective airport and airline prior to travel.
  • Please see Etihad Airways baggage policy at www.etihad.com/en-ae/before-you-fly/baggage-information/ to see what baggage fees apply and other applicable conditions of carriage at www.etihad.com/en-ae/legal/conditions-of-carriage/. Etihad Holidays also offers flights via other airlines, including but not limited to Etihad Airways Partners or equity and/ or code share partners. These airlines may impose additional charges for checked luggage which is collected by the airline at check-in.
  • Etihad Guest® members earn Etihad Guest® miles equal to actual flight miles with the purchase of a Flight inclusive package holiday, plus additional bonus miles from time to time at the discretion of Etihad Holidays. Etihad Guest® miles can also be redeemed for Etihad Holidays packages. Please specify your valid Etihad Guest® membership number at the time of booking. For any questions regarding your Etihad Guest® accrual call 800 2324 (within the UAE) or +971 2 599 0700 (outside the UAE).
  • UK/EU Customers – Flight delays: If you or any member of your party misses your flight or other transport arrangement, it is cancelled or you are subject to a delay of over 3 hours for any reason, you must contact us and the airline or other transport supplier concerned immediately. Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be publicised at EU airports and will also be available from airlines. If the airline does not comply with these rules you should complain to the applicable regulatory body for aviation in your country. For UK customers, this is the Civil Aviation Authority at www.caa.co.uk/passengers. Reimbursement in such cases is the responsibility of the airline and will not automatically entitle you to a refund of your holiday price from us. If, for any reason, you do not claim against the airline and make a claim for compensation from us, you must, at the time of payment of any compensation to you, make a complete assignment to us of the rights you have against the airline in relation to the claim that gives rise to that compensation payment. A delay or cancellation to your flight does not automatically entitle you to cancel any other arrangements even where those arrangements have been made in conjunction with your flight.
Hotel taxes and service fees
  • Etihad Holidays markets hotels under a "prepaid" model, where we collect the full amount from you in advance and manage the payments to the hotel/Activity/third party reservation facilitator on your behalf. The booking shall be made by Etihad Holidays on your behalf and it shall include two components to the reservation: amounts being paid by Etihad Holidays to the hotel/Activity/third party reservation facilitator on your behalf as well as compensation for services retained by Etihad Holidays. In connection with facilitating your booking, the amount you are charged will include tax recovery charges and service fees. This amount includes an estimate to recover any amount paid to the hotel/Activity/third party reservation facilitator related to your reservation for taxes owed by the hotel including, without limitation, sales and use tax, occupancy tax, room tax, excise tax, value added tax, goods and services tax, and/or other similar taxes. The amount paid to the hotel/Activity/third party reservation facilitator in connection with your reservation for taxes may vary from the amount estimated and include in the amount charged to you. The amount charged to you also includes an amount to compensate Etihad Holidays for services in connection with the handling of your reservation.
  • Etihad Holidays is not the vendor collecting and remitting taxes to the applicable taxing authorities. Hotel/Activity/third party reservation facilitator, as vendors, include applicable taxes in the amounts displayed by Etihad Holidays and we hand over such amounts directly to the vendors. Some hotels may charge a "resort fee" or "city tax" upon check in that you are responsible for.
Rental car taxes and service fees
  • Rates for holidays including a rental car do not include state/local taxes, petrol, optional insurance, Collision Damage Waiver (CDW), under age driver charges if under the age of 25, or airport charges, which are payable directly to the rental car company. Rental car drivers must be 21 years of age or older. A valid driver's license and major credit card in driver's name are required. Car rental companies may require additional taxes and fees to be paid by you at their rental counter when renting a vehicle.
  • To avoid change fees and cancellation fees we highly recommend you purchasing comprehensive travel insurance. Cancellation is defined as a change to the departure date, a change in name (exceptions may be permitted for small corrections), a reduction to the number in the party, rebooking airfare, and/or the termination of the entire trip. All other changes to a reservation constitute an amendment. All amendments are subject to availability and the terms and conditions at time of booking and the airline conditions of carriage as applicable. Separate cancellation policies may apply to optional Activities, public holiday and special event departures.
Amendments
  • 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. Cancellation terms will depend on the nature of the services, the type of Holiday and package type booked:
    a) Amendment fees for Etihad Holidays Packages
    Number of days between the booked departure date and the date your request
    for Revision is received by us
    Etihad Holidays Amendment fee
    Before 24 hours or more USD30 per booking plus supplier fees including air fees (if any)
    Inside 24hrs & no show No refund
    b) Amendment fees for Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort)
    Number of days between the booked departure date and the date your request
    for Revision is received by us
    Etihad Holidays Amendment fee
    25 days or more USD30 per booking plus supplier fees including air fees (if any)
    24 days or less & no show No refund
    c) Amendment fees for Standalone hotel, car and/ or Activity bookings
    Number of days between the booked departure date and the date your request
    for Revision is received by us
    Etihad Holidays Amendment fee
    Before 24 hours or more USD25 per booking plus supplier fees (if any)
    Inside 24hrs & no show No refund
Transfer of Booking – UK/EU Customers Only:
  • Etihad Package Holidays: If you or any member of your party is prevented from travelling, that person(s) may transfer their place to someone else, provided (i) that person is introduced by you and satisfies all the conditions applicable to the Holiday; we are notified not less than 7 days before departure; (ii) you pay any outstanding balance payment, an amendment fee of £50 per person transferring, as well as any additional fees, charges or other costs arising from the transfer; and (iii) the transferee agrees to these booking conditions and all other terms of the contract between us. You and the transferee remain jointly and severally liable for payment of all sums. If you are unable to find a replacement, cancellation charges as set out in clause 6.6 will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Important notes:
  • 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 for amendments. Special Event tickets including but not limited to Formula 1 are also non-refundable.
  • 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 cabin and hotel rooms with reductions for 3 + people, and 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.
Cancellations by you
  • If you or any customer named on your Holiday booking 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 and the package type that was purchased. 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) Cancellation fees for Etihad Holidays Packages
    Number of days between the booked departure date and the written
    Cancellation is received by us
    Cancellation penalty
    Before 24 hours or more USD30 per booking plus supplier fees including air fees (if any)
    Inside 24hrs & no show No refund
    b) Cancellation fees for all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving Cruises, Safaris, Ski, Formula 1 packages, Extended Touring & Self-Drive itineraries and Disneyland® Resort
    Number of days between the booked departure date and the written
    Cancellation is received by us
    Cancellation penalty
    25 days or more USD30 per booking plus supplier fees including air fees (if any)
    24 days or less & no show No refund
  • All Holidays to Maldives, Seychelles and Mauritius are non-refundable if cancelled within 90 days of the date of booked departure or in case of no show and the cancellation amount equals 100% of the booking value.
    c) Cancellation fees for Standalone hotel, car and/ or Activity bookings
    Number of days between the booked departure date and the written
    Cancellation is received by us
    Cancellation penalty
    Before 24 hours or more USD25 per booking plus supplier fees (if any)
    Inside 24hrs & no show No refund
  • 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.
d) Standalone Hotel only bookings
  • For all Standalone Hotel only bookings, the cancellation policy of the hotel will be advised at time of booking. Some rate plans are fully non-refundable, other rate plans can be changed, amended or cancelled free of charge until a specified period of time prior to the booked arrival date. For all changes to standalone Hotel only bookings please refer to the hotel terms and conditions provided at time of booking. In addition to fees imposed by suppliers, Etihad Holidays is charging a fee for all amendments and cancellations.
e) Cancellation By You due to Unavoidable & Extraordinary Circumstances (UK/EU Customers):
  • UK/EU Customers Only: You have the right to cancel your confirmed holiday before departure without paying a cancellation fee in the event of "unavoidable and extraordinary circumstances" occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, "unavoidable and extraordinary circumstances" means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
  • Please note that clause 6.14 only applies to customers who are resident in the United Kingdom/European Union.
UK/EU Customers:
  • This clause 6 outlines the rights you have if you wish to cancel your booking. Please note that there is no automatic statutory right of cancellation under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Directive 2011/83/EU).
  • 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 or cancel your booking and we reserve the right to do this at any time.
  • If we have to make a Significant Change (as defined below) or cancel your holiday 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 to choose from, within the notified period:
    • (for Significant Changes) accepting the changed arrangements;
    • If available, transferring to another holiday offered by us of a comparable or higher standard (at no extra cost) or where the alternative holiday is of a lower standard, 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).
  • UK/EU Customers: Where we have to cancel your package holiday booking because there are no alternative arrangements available, or if (acting reasonably) you do not accept the changed arrangements we offer, we may also pay you reasonable compensation depending on the circumstances. Please note that no compensation will be payable where we have to cancel your holiday due to Force Majeure, for minor changes or where we make a change or cancel your package holiday more than 60 days before departure.
  • 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.
  • No refund will be given in any circumstances unless original travel documents and invoice are returned to Etihad Holidays
  • Subject to the above conditions, refunds if any will be processed within 21 days of the presentation of the original travel documents and invoice to Etihad Holidays.
  • 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.
  • We accept responsibility for ensuring that the Holiday you book with us is supplied as described in our brochure or on our website. If any part of the Holiday is not provided as promised and we don't remedy or resolve your complaint within a reasonable period of time, we will provide you with an appropriate price reduction or compensation or both, if this has affected your enjoyment of your Holiday. You must inform us without undue delay of any failure to perform or improper performance of the travel services included in the Holiday. We accept responsibility for the acts and / or omissions of our employees and agents. Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us. 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.
  • We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from (i) the acts and/or omissions of the person affected; (ii) the acts and/or omissions of a third party unconnected with the provision of the Holiday and which were unavoidable and extraordinary; (iii) Force Majeure.
  • The extent of our liability will in all cases be limited as if we were carriers under the appropriate International Conventions, which include The Warsaw/Montreal Convention (international travel by air) and The Paris Convention (with respect to hotel arrangements). In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.
  • We accept no responsibility for any delays or cancellations or non-availability of any meal or service due to Force Majeure.
  • 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.
  • 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.
  • It is a condition of our acceptance of liability under this clause that you notify any claim to us and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.
  • If you, or any customer named on your Holiday booking, 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 your 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 and all customers named on your Holiday booking to maximum AED 10,000 or USD 2725.
  • 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 9.9 is subject to the availability of meals and / or accommodation, and the policies of third party operators, at the location of the delay.
  • 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 the 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.
  • 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 this section 9 of these Booking Conditions. The terms and conditions of the third-party service provider will apply, such conditions are available from us upon request.
  • Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description which (i) on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (ii) relate to any business.
  • We will not accept responsibility for services or facilities which do not form part of our contract with you or where they are not advertised in our brochure/on our website. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.
  • UK/EU Customers only: Where it is impossible for you to return to your departure point as per the agreed return date of your package Holiday due to "unavoidable and extraordinary circumstances", we shall provide you with any necessary accommodation (where possible, of a comparable standard) for a period not exceeding three nights per person. Please note that the 3-night cap does not apply to persons with reduced mobility, pregnant women or unaccompanied minors, nor to persons needing specific medical assistance, provided we have been notified of these particular needs at least 48 hours before the start of your Holiday. For the purposes of this clause, "unavoidable and extraordinary circumstances" mean warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely back to your departure point.
  • 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. You are solely responsible for all such costs, delays and illness. 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. For UK customers, further information on vaccinations and other health advice whilst traveling abroad can be found at www.doh.gov.uk  and www.nathnac.org.
  • 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. Please see our Privacy Policy for further information on how we process your personal data.
  • 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 customers named on your Holiday 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.
  • You are responsible and liable for the behavior 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 customers named on your Holiday booking from any Holiday arrangement if you or any of the customer named on your Holiday 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 customers named on your Holiday booking under these circumstances, and you may face criminal prosecution.
  • 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 be considered as a cancellation by you in accordance with section 6.5 in such circumstances we will have no further responsibility or liability to you or any customers named on your Holiday booking.
  • 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.
  • 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 all the 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 Sales & Service 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 feedback@etihad.ae
  • We regret we cannot accept claims outside this period.
  • ADR – UK/EU Customers Only: Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 24 for further details. You can also access the European Commission Online Dispute (ODR) Resolution (ODR) platform at http://ec.europa.eu/consumers/odr/. This ODR platform is a means of notifying us of your complaint; it will not determine how your complaint should be resolved.
  • Etihad Holidays, its employees, officers, directors and shareholders (collectively, "Etihad Holidays") and those of its Affiliates, does not own, control or operate any hotel or any land and/or water transportation vehicles including without limitation, helicopters, boats, rental cars, ground transportation vehicles, transport companies, shuttle services, buses, or local tour companies which may offer excursions or tours. Etihad Holidays occasionally enters into contracts with hotels and air, land or water transportation companies, but all such entities are owned and operated by independent contractors. Etihad Holidays is not responsible for any negligent or willful act, omission or failure to act on the part of any such entity or its employees, or of any other third party beyond its direct control.
  • In order to process your booking and to ensure that your Holiday arrangements run smoothly and meet your requirements, we will need to use the information which you provide to us, including your name, contact details special needs/ dietary requirements. We will ensure that proper information security and data privacy measures are in place to protect your information in compliance with the relevant data protection laws. We will share your information with the relevant suppliers concerning your Holidays arrangements. This information may also be provided to security and credit checking companies, public authorities including customs and immigration if required by them, or as required by the applicable law. Except as set out in these Booking Conditions, we will not share your information with any third-party person who is not a supplier concerning your Holiday arrangements, and with exception with our Affiliates on need to know basis or common group operational purposes. In making the Holiday booking, you consent to providing your personal information and thereby consent to this information being shared with the relevant suppliers under the relevant data protection policy, for the purposes of your booking. Please note that where this information is also held by your Travel Agent, this information will also be subject to your Travel Agent's data protection policy.
  • The Etihad Holidays name and logo may appear on posted or hand-held signs at your hotel, at the airport of your departure or destination, in vans, buses, coaches or elsewhere during your vacation. This use of the Etihad Holidays name and logo is solely intended to help you identify persons or entities who might provide services to you during your trip, but does not indicate, and should not be understood by you to indicate that Etihad Holidays owns, controls or operates any entity displaying such a sign, or that Etihad Holidays employs or controls any person holding or displaying such a sign.
  • We provide financial security for flight inclusive package Holidays by way of our Air Travel Organiser's Licence (ATOL) number 11125, issued by Civil Aviation Authority, Gatwick Airport South, West Sussex, RH6 0YR, UK, telephone 0333 103 6350, email: claims@caa.co.uk.
  • When you buy a flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk. The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to customers who book and pay in the United Kingdom.
  • We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).
  • If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.
  • We provide full financial protection for our package holidays which don't include flights, by way of a bond held by ABTA Ltd, The Travel Association 30 Park Street London SE1 9EQ www.abta.co.uk.
  • If you book arrangements other than a package holiday from us, your monies will not be financially protected. Please ask us for further details.
  • Please note that this Clause 14 applies only to customers who are resident in the United Kingdom.
  • If, whilst you are on Holiday, you find yourself in difficulty for any reason, we will offer you such prompt assistance as is appropriate in the circumstances. In particular, we will provide you with appropriate information on health services, local authorities and consular assistance, and assistance with distance communications and finding alternative travel arrangements. Where you require assistance which is not owing to any failure by us, our employees or sub-contractors we will not be liable for the costs of any alternative travel arrangements or other such assistance you require. Any supplier, airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these Booking Conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements. Furthermore, we reserve the right to charge you a fee for our assistance in the event that the difficulty is caused intentionally by you or a member of your party, or otherwise through your or your party's negligence.
  • We are a Member of ABTA, membership number Y6333. We are obliged to maintain a high standard of service to you by ABTA's Code of Conduct. We can also offer you ABTA's scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can't resolve your complaint, go to www.abta.com to use ABTA's simple procedure. Further information on the Code and ABTA's assistance in resolving disputes can be found on www.abta.com

Applicable on or after 01 September 2018 until further notice.