If passenger wants to make changes in his travel itinerary and does it by visiting the contact centre or local offices of the airline, then a Guest Service Fee is to be paid. This fee is given in the fare rules of tickets. And, if this change is sought to be made within 96 hrs of scheduled departure of flight, then a additional 10% charge is levied on Guest Service Fees.
Ticket cancellations done and refunds collected at the contact centres or local offices of the airline attract a Guest Service Fee, which depends on fare rules of you ticket.
When the tickets are cancelled online using Manage My Booking section of the website (this is possible when credit card has been used for this purpose), the refunds are credited to the credit card only within 14 to 30 days. Changes to booking can be done online tilll 2 hours before scheduled departure of flight. Further, the ticket shall have been issued more than 5 days ago.
In case of change of schedule of flight after the issuance of ticket, refunds will be provided to the passengers only when Etihad is not able to fly the alternative flight also on time.
In case of cancellation, not being able to fly on schedule, not being able to stop at the stopover or final destination or cause the missing of subsequent flight, Etihad will:
a. make arrangement to carry you and baggage on another flight (same class) operated by Etihad without any extra cost; or
b. make a refund; or
c. reroute you and your baggage to the destination on another scheduled flight of another carrier ( in same class) or such agreed means of transport. Any difference is fare payable to you will be refunded by the carrier.
Compensation for denied boarding is available on conditions that you have met all check in and boarding guidelines and Etihad is not able to provide the previously confirmed space on the flight.
In situations where:
a) ticket has been cancelled,
b) flight is not on schedule,
c) failure of carriage due to reasons other than those mention in Conditions of Carriage,
d) fail to stop at an intermediary location, and
e) cause to miss connection flight,
Etihad will pay full fare sum towards refunds if ticket has not been used. And, if ticket has been used partially, then refund shall be of value not less than difference between fare paid and the applicable fare.
Passengers are also entitled to voluntary refunds. If tickets are not used, then full fare amount has to be refunded. If tickets are used even partially, the difference between fare paid and applicable fare calculated by the airline is to be refunded.