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Here is everything you need to know about Advance Passenger Information System (APIS) and how to update it on the PNR.




It is mandatory for all commercial airlines on international flights to send guest and crew manifest data to the Advance Passenger Information System (APIS). APIS details must be updated prior to departure to avoid delay at the airport.

Etihad reservation offices, including contact centres, have to include the required Advance Passenger Information (API) in the Special Services Request (SSR) field at the time of creating a booking.

The three SSR elements used for this purpose are categorized as:

  • DOCS: for the primary travel document information (e.g. passport or national ID)
  • DOCO: for the secondary travel document information (e.g. visa)
  • DOCA: passenger address information (either residence or destination)

The above three SSRs should be passenger-associated (mandatory) and segment-associated (optional). Certain countries require all three pieces of information to be inserted in the travel record locator of the guest that enters or leaves the country.

Note: The name of the guest is auto-populated. However, you should ensure that there is a space between the first name and title to avoid a name mismatch between the reservation and travel documents.


Routes that require APIS information| DOCS:


































For PEK: The 3 SSR elements of the API i.e. passport information (DOCS), destination address (DOCA) and visa information (DOCO) are mandatory.

For Japan: Authorities of Japan require APIS for all guests travelling to Nagoya (NGO) and Narita (NRT). Passport information (DOCS) is mandatory.

For Germany: DOCS SSR is mandatory and must be updated for all guests including infants travelling to Munich (MUC), Frankfurt (FRA) and Dusseldorf (DUS). Additional mandatory APIS data is required for nationals who require a visa to enter Germany. Incorrect or missing data may result in a fine of up to EUR 50,000.

For India: Passport information (DOCS) and visa information (DOCO) is mandatory. 














If your customers are flying to Australia or New Zealand, there are two new options to make booking their internal flights easy. To explore AustraliaVirgin Australia's PlusPass offers convenience and flexibility for internal flights. 


And now your customers can fly around New Zealand with the New Zealand Airpass


Find out more.

Check whether your guests are eligible for our complimentary Etihad Chauffeur service


  • The Etihad Chauffeur service can be availed only in AUH for guests holding confirmed reservations only in The Residence (P), First (F, A, R) and Business Flex (J, C, D) and Business Classic (W) on Etihad-operated flights.
  • Exclusive members of the Etihad Guest programme are entitled to the Etihad Chauffeur service even when travelling in Economy on Etihad-operated flights (valid for commercial and redemption tickets).
  • Tickets booked on Business Saver (Z), using promotional fares or any subclasses others than those specified above (point 1) shall not be eligible for the complimentary Etihad Chauffeur service.
  • Effective 1st April 2018, Redemption First & Business (O, I) bookings will not be eligible for Etihad Chauffeur Service.
  • All First and Business guests travelling on Etihad-operated flights marketed by other airlines are eligible for the Etihad Chauffeur service, except I and O classes.
  • For eligible guests on codeshare-marketed flights operated on Etihad Airways, codeshare airlines must book the Etihad Chauffeur service through, up to 12 hours prior to flight departure.
  • Guests travelling on other airlines (OAL) operated flights marketed by Etihad are not eligible for Etihad Chauffeur
  • The Etihad Chauffeur service is not applicable for Unaccompanied Minors (UM).
  • The Etihad Chauffeur service is not applicable for children between 2 and 12 years
  • Discounted Tickets AD (Agent Discounts), ID (Industrial Discount), DG or any other FOC (Free of Charge) tickets, including redemption tickets, are not entitled to this service.
  • Diplomatic guests travelling on DP discounted tickets are entitled to the Etihad Chauffeur service on F, A, J and C RBDs only.
  • The Etihad Chauffeur service is not applicable on American Airlines (AA) redemption tickets issued on flights operated by Etihad.
  • The Etihad Chauffeur service is not available on complimentary tickets or for complimentary upgrades from Economy to Business.
  • Guests transiting in Abu Dhabi are eligible for the Etihad Chauffeur service only if a stopover indicator is present on the ticket.


The Etihad Chauffeur service is not eligible for non-revalidated/non-reissued tickets.


A group is a party of:

  • 10 or more guests in Economy 
  • 6 or more guests in Business
  • 4 or more guests in First


Infants are not included in the group size.


Any group booking must initially be created at an Etihad Sales office. Travel Agencies are not permitted to request any groups in the GDS on any Etihad Flights.

There are two major group types:

Ad hoc groups

A minimum of 10 guests (excluding infants) travelling together on the same outbound and inbound flights and dates. This is a one-off movement for specific dates.

There are several customer types under the ad hoc group type (such as Leisure, Meeting and Incentive, Labour etc.) based on the business nature of different traffic segments. Different customer types have different terms and conditions.

Series groups

A minimum of 10 consecutive movements of a similar group size (minimum 10 guests) from the same agent, or 200 passengers from the same agent in a travel pattern e.g. 10 guests every Tuesday, over the travel period 01 Mar to 31 Oct.

A minimum of 10 guests qualify for a group fare. If the group reduces to less than 10 guests, the booking will be treated as individual passengers and the group fare and terms and conditions will no longer be applicable. Individual market fares will apply.

You need to apply the Indian Goods and Services Tax (GST) on fares, fees, ticket changes, refunds, and ancillaries connected to Indian tickets.  Read everything you need to know here.



It is very important to record name information accurately, due to increasing Governmental requirements concerning Passenger Data. Ideally, the recorded name should match that in an official travel document, e.g. a passport. As this may not always be possible, please follow these guidelines:





Enter the surname in the last name field and the given names (first and middle) in the first name field followed by the title.


Compound Names

When you have a hyphenated surname, an apostrophe in the surname or a double surname, delete the hyphen and apostrophe and replace with a space while entering the surname name in the last name field.


Single Letter Family Name

When you have a single letter as the surname, double the single letter and update in the last name field followed by the given names and title. The Etihad system inhibits the surname only when the single letter is I, Z, B and C as these letters are used for infant, stretcher, block space groups and corporate group bookings respectively.



When creating a booking and names are an exact match, add middle names and/or different titles (if applicable) to make them unique. Otherwise you should create a separate booking. 


No Family/

When the surname is not available, update the name using one of the following formats:

  • Enter the given name in the last name field and enter the given name as FNU (First Name Unknown) followed by the title. LNU must not be used in the name field. Update the name on the booking as HABEEB MOHAMMAD/FNU MR
  • Enter the given name(s) in the last name field and add a title in the first name field is accepted by Etihad Airways. E.g. HABEEB MOHAMMED/MR

No Given/First Name

When the given names (first and middle) are not available:

  • Enter the surname in the last name field and update the given name as FNU followed by the title of the guest. E.g. JACK/FNU MRS
  • Enter the the given name in the last name field, and update the title in the first name field. E.g. SMITH/MRS

Name Suffix

To accommodate name suffixes (such as Junior, Senior or III) add the suffix to the surname in the last name field followed by the given name and title in the first name field.


Long Names

Etihad reservation system accepts only up to 28 characters in each name filed (first name/ last name). When the name is longer or when there is insufficient space on the ticket, add as many names as possible from the first name and surnames on the passport and omit the rest. However travel docs (SSR DOCS) must be updated with full names.

E.g. if the last name is  AMARASINGHE ARACHCHIGE and the first name is SAMINTHA NIRMANI PERERA, update the name on PNR and ticket as AMARSINGHE/SAMINTHA MR


Full Name on one line  

If the full name is in one line on the passport, check the name on MRZ. MRZ refers to Machine Readable Zone, at the bottom of the identity page at the beginning of a passport.


where, P  indicates the type of document  (Passport)

EGY indicates the country code

SHAHIN is the surname (surname always follows the country code without any space or separators)

AHMED<MAGED<MAHMOUD<ELSAYED is the first name and subsequent names

Update the name on the booking as SHAHIN/AHMED MAGED MAHMOUD ELSAYED MR


Name with special characters

While entering names with special characters e.g. umlauts, agents need to check the MRZ on the guest passport and enter the name accordingly.

If the surname is LÅÅS and the given names are GöRAN TONY BERTIL, and the MRZ is P<SWELAAAAS<<GOERAN<TONY<BERTIL

where, P  indicates the type of document (Passport)

SWE indicates the country code

LAAAAS is the surname, Å is entered as AA

GOERAN<TONY<BERTIL are the given names where ö is entered as OE

Update the name on the booking as LAAAAS/GOERAN TONY BERTIL MR



Etihad Airways offers guaranteed STPC (stopovers paid by Etihad) for all eligible Premium guests transiting in Abu Dhabi. Economy guests on certain routes are entitled to STPC.


STPC applies only for guests with a transit time of between 8 and 24 hours, following their first scheduled connecting Etihad flight.


Make your STPC request by contacting your local EY office.

For assistance with any bookings or queries related to The Residence, please email the Travel Concierge at  or call +971 2 5990380.

Reservation policy for The Residence

  • Bookings are to be made in “P” class.
  • A maximum of two guests - of which one guest may be an infant - can be booked on a PNR. If an infant is the second passenger, the guest is permitted to carry an approved car seat with them as The Residence is not equipped with a bassinet. Otherwise the infant will travel in the lap of the guest.
  • No child/infant discount applies.
  • Always seek agreement directly from the primary guest or booking agent before adding the accompanying guest.
  • If the primary guest wants to add a guest:
    • Before travel commences, refund P1 ticket and issue new tickets with P2 fare level
    • Once travel commences, purchase a one-way ticket (P1) for the additional guest
  • A name change is permitted only for the accompanying guest, subject to certain terms and conditions. Please contact the VIP Concierge Desk for details.



Notes: You can process refunds by manually deducting the applicable refund penalty. Automated Exchanges and Refunds (AER) are not currently activated for this process. Please contact the VIP Concierge Desk for assistance.


Before a child’s 2nd birthday, they are classed as “infants”.

Each infant must be accompanied by one adult. Each adult is only allowed to accompany one infant.

This is a GCAA safety requirement.

It is possible for one guest to book tickets for more than one infant, however they must arrange for one adult per infant.



Bassinets are carried in limited quantities on Etihad aircraft and can accommodate infants up to a maximum weight of 11kgs (24lbs) on the day of travel. The infant must not exceed 11kg and must fit comfortably in the baby bassinet.

At the time of check-in, if the infant is found to be over 11kgs, the BSCT request will be removed and the guest will be advised. All guests with BSCT requests will be advised that cabin crew will check onboard to confirm the bassinet can be used safely.

Dimensions of a baby bassinet:

  • Length – 29 inches
  • Width   – 13 inches
  • Height – 8.5 inches



Guests must request a bassinet at least 24 hours before departure.  Click here to know more.

When children between 5 and 11 years of age travel alone, we call them “Unaccompanied Minors” (UM), and they are entitled to our UM service. 


For an additional fee, you can request the UM service for children between 12 and 15 years of age. To request this service, parents or guardians must complete the online Unaccompanied Minors booking form.  


  1. Children who are between 5 and 12 years of age travelling alone are considered to be Unaccompanied Minors (UM).
  2. The maximum number of UMs that can be confirmed on an Etihad Flight is limited to ten. UMs may be denied boarding at the airport if the UM service is not requested in advance and the number of UMs exceeds ten on that particular flight.
  3. We charge adult fares for UM tickets. However, we offer our UM service for children above the age of 5 and below 12 years travelling alone free of charge. 
  4. The UM must be seen off at the airport and met on arrival at the destination by a parent or guardian (mentioned on the UM form).
  5. The parent or guardian must present themselves for check-in and ensure that the UM has all necessary travel documents, such as valid passport, visa, and health certificate (if required as defined in MEDA policy). These documents must be submitted to the Etihad check-in counter at least two hours before the departure of the flight.
  6. Connecting time for down line stations shall not be more than four hours.
  7. Where travel on another airline is involved, guests must comply with the rules of that airline. Guests or travel agents must contact the other airline’s office to check the rules for acceptance of the UM.
  8. UM up to the age of 14 years shall not be accepted when the journey involves interline travel with American Airlines.
  9. UM with medical conditions shall be accepted after obtaining medical clearance from Etihad Airways Medical Centre (EAMC).
  10. UM cannot be off-loaded unless there is a serious medical reason to do so.
  11. UM are not permitted to sit in the emergency exits.
  12. Children (accompanied minors) travelling with adults in different cabins shall be treated as UM.
  13. UMs travelling from Abu Dhabi must check in at the airport and may not check in from Abu Dhabi and Dubai city terminals.
  14. Etihad Chauffeur and coach service is not provided to UMs.
  15. The UM transit lounge located within Terminal 3 is available for all UMs starting their journey in or transiting through Abu Dhabi International Airport.
  16. A parent or guardian must complete the UM Form online, for travel on Etihad Airways operated flights.
  17. The guest must take four copies of the completed and signed form to the airport on the day of departure.
  18. The Eservices team shall update the PNR with all details and send a confirmation email back to the guest’s email address.
  19. For any further assistance, please contact your local EY Sales Office.


Young Passengers (aged 12-16 years)


  1. Young Passengers (YP) between the age of 12 and up to but not yet 16 years travelling alone without parents /guardians may request the UM service at an additional fee: 
    - Journeys to/from GCC (Bahrain, Kuwait, Qatar, Saudi Arabia, Oman and UAE) – US$ 60 
    - Journeys to/from UAE to the rest of the world – US$ 100
  2. On connecting journeys, the highest rate shall apply for the whole trip. Example: Bahrain - Abu Dhabi - London will cost US$ 100.
  3. YP between the age of 12 and up to but not yet 16 years may travel alone without the UM service.
  4. The above fee is applicable for tickets issued on/after 25 November 2015.
  5. Young guests between the ages of 12 and 17 years are not permitted to escort a UM.
  6. An “Unaccompanied Young Passenger” EMD is issued for collection of the YP service fee at any Etihad Airways ticketing office or Contact Centre.
  7. The YP service fee is non-refundable.
  8. If the request is made online, the Eservices team shall contact the guest to collect the payment details before updating the service request in the PNR.




To be updated


This document addresses the Reservation and Ticketing procedure followed in case of name correction.    

Name correction may be necessary for various reasons. For example, a guest provides incorrect name information as per their documentation, a marriage and a name change has occurred, or the spelling of their name was misunderstood by the booking agent.



  1. Etihad Airways accepts requests for a name correction on ticketed bookings with a fee of US$ 100 or equivalent.
    • AUD150 for point of sale in Australia
    • The name correction fee is exempted for bookings from point of sale in India for name spelling correction after the ticket is issued. A fee will apply for all other changes within Etihad Airways name correction policy.
  2. The request must be for the same guest on the ticket.
  3. Only one change is permitted.
  4. An Electronic Miscellaneous Document is issued to collect the name correction fee.
  5. A name correction is not permitted on an un-ticketed booking. A new booking in the available booking class must be created with the correct name. If the name correction is made on a un-ticketed booking, it will be identified through the Revenue Integrity Name Change Violation Process, and cancelled.
  6. When a name is corrected on a ticketed booking, the Virtual Coupon Record (VCR) or e-ticket must be reissued with the correct name.
  7. A name correction on a PNR is executed by Etihad Airways reservation and ticketing staff. Once the name is corrected, the travel agent may reissue the ticket at their end.
  8. A date change penalty on fare rules applies if there is a date change.
  9. A passport copy and other applicable documents must be submitted for the approval process.
  10. Reissued tickets are audited and any fraudulent changes are subject to disciplinary action.
  11. If name corrections are made without an Electronic Miscellaneous Document (EMD), an Agent Debit Memo (ADM) of US$ 100* or equivalent will be raised against the booking/ticketing office/travel agency that has made the change (*AUD150 for point of sale Australia).


Name corrections on travel agency bookings

The travel agency needs to make a payment in cash or credit card to Etihad Airways. Alternatively, travel agents may issue an EMD (stating the reason as name correction in the endorsement field).

Once the name is corrected by Etihad, the new name synchronizes on the travel agency’s reservation system. The travel agent may then reissue the ticket. This applies to itineraries involving Etihad Airways (607) tickets with Etihad-operated and marketed flights.


Name corrections on tickets with OAL segments

Name correction requests are accepted on Virgin Australia (VA) and Air Seychelles (HM), on both prime and codeshare flights marketed by Etihad Airways. Requests shall be accepted only up to 24 hours prior to the flight departure when itineraries involve a VA/HM sector and the correction is made on the same booking.

When a name correction is requested on an EY (607) ticket involving any other airline (OAL):

  1. Create a new booking (PNR) with the correct name on available RBDs . Do not attempt to correct names on the original booking when other airline segments are involved.
  2. Issue an EMD to collect the name correction fee. Travel agents must approach an EY ticketing office or Contact Centre to issue the EMD.
  3. Reissue the original ticket with the correct name on the new PNR with the applicable fare difference (if any). Current fares must be used to reprice.
  4. Cancel the old booking (PNR).


Change Fees      
Date change penalties apply only if there is a change in the flight itinerary. Global service fees (if applicable) will be collected in addition to the name correction fee if there is a date change and the ticket is being reissued by Etihad Airways. Name corrections/changes on group bookings also require a fee of US$ 100.


Name Correction and Associated EMDs
When a name correction is made on a booking where there exists an EMD associated to it, the associated EMD will disassociate from the booking. Name corrections on the associated EMD should be done only by Etihad Airways. Etihad Airways must verify the EMD issued for name correction fees and the VCR reissued for the modified booking issued by Reservation. Once the name is corrected, the EMD should be re-associated to the guest name.

Reasons for Name Correction

Name corrections are permitted for the reasons below, if passport copies are provided:



Maiden name to married name  (or vice versa)


Juxtaposing of surname / first name


Shortened / nickname to full name


Genuine typing errors up to 3 characters


Title amendments


Addition of middle name*


Addition of surname*


Complete/partial name change for the same guest with proof from authorities (e.g. Deed Poll)


*Both surname and middle names should be present in the passport


Automated Refund (AER) allows the refund of sale documents such as paper tickets, Virtual Coupon Records (VCR), Miscellaneous Charges Order (MCO), Vouchers and Electronic Miscellaneous Document (EMD).


Below are the key points to check before you start the refund process:

  • Always view the VCR before processing the refund.
  • Check if the original VCR is refundable/non-refundable. For reissued VCRs, apply the refund rules of the original VCR. When a non-refundable fare is combined with a refundable fare, the whole VCR is non-refundable. When two different fares are combined, apply the highest refund penalty.
  • For non-refundable tickets, only government levied taxes are refunded. Fuel surcharge (YQ) is non-refundable for such tickets, except for tickets issued in the UK, the Netherlands, Luxembourg, and the Nordics (consists of Denmark, Finland, Norway, Iceland and Sweden and their associated territories, the Faroe Islands, Greenland and Aland). Date change penalties, service fees and insurance are non-refundable.
  • Refund of VCR coupons used out of sequence is not permitted.
  • Contact centres must direct guests to Ticketing Offices when form of payment involves cash.
  • Refund validity:
    • Completely unused - One year from the date of issue of the original ticket.
      E.g. if a guest issues a return ticket on 29Jun15, he has to refund his ticket on / before 29Jun16.
    • Partially used - One year from the date of first outbound travel, provided the outbound travel has commenced within one year from the date of issue of the original VCR.
    • E.g. if a ticket is issued on 29Mar15 and guest has travelled outbound on 27Mar16, he may refund on / before 27Mar17.
    • One-year validity shall mean one year from the date of issue or the date of commencement of travel, as applicable, to the corresponding date in the subsequent year (unless specified differently in fare rules).


Key actions:

  • Check for cancellation penalty, if any.
  • Apply service fee for all refund transactions.
  • Calculate the used fare and taxes for partially used tickets.
  • Inform guest of the refund amount.
  • Cancel air segments after processing the refund.
  • Update historical remarks with the reason for cancellation (for involuntary refunds).
  • A no-show fee is automatically applied by the system according to fare filing when a refund is done using AER. The no-show fee is dependent on the date on the VCR coupon. Even if the itinerary is cancelled before departure, the system recognises it as a no-show. Agents are advised to check the history of the PNR to make sure that it is an actual no-show before charging the guest. If it is not a no-show, the agents will have to deduct the no-show fee before refunding the VCR.
  • A Refund Penalty is automatically applied by the system according to fare filing when a refund is done using AER. If not, the agent gets a pop-up asking to check for applicable penalties, which requires the agent to look at the fare rules and manually update the fee.
  • A Refund Service Fee is applicable for all refunds (exceptions are listed in the Global Service Fee document). This is applied according to the station that services the VCR. At the contact centre, the agent will decide upon the service fee based on the station of commencement of the journey. The Refund Service Fee has to be manually added to the refund transaction as ‘Other Fee’.
  • For any reason, if a travel agency issued ticket needs to be refunded by an EY office, manually add the commission amount to the “Other Fee” box, while refunding.


This document addresses the policy for dates of return travel that fall beyond 331 days ahead.



Bookings on Etihad Airways can be made for flight departures up to 331 days in the future. In order to facilitate journeys which commence within this period but have onward/inbound dates that fall outside 331 days from the date of booking, Etihad Airways shall permit one date change free of charge to facilitate the actual onward/inbound return dates once those dates become available in the booking system.  

The text below shall be added in the CAT16 rule data for such fares:




Reservation and Ticketing Agents need to book the last available date in the system and add a remark in the PNR with the traveller’s return date agreed at the time of booking. The return date can be changed to the pre-notified date when it becomes available, within booking range and in the same RBD free of charge (FOC). Fare differences will apply if any other date is booked and/or the original RBD not used or available. You must advise the guest accordingly at the time of original booking.



This document is intended to address the role of Reservation and Ticketing agents in the eventuality of a flight schedule change occurring more than 72 hours before flight departure. Special procedures may apply for certain changes which shall be communicated accordingly.

“Schedule change” refers to the airline changing the scheduled departure time/date/ flight number etc. or cancellation of a particular flight between the date of issue (or booking) and the actual travel date. A schedule change may occur due to reasons listed below:

  • Time change
  • Equipment change (where the premium guests are downgraded)
  • Route discontinuation
  • Bookings which have connections broken / missed as a result of these schedule changes

A planned schedule change takes place more than 72 hours prior to flight departure and is managed through Etihad Airways Short Term Operations Schedule Publication team. Once this schedule change is complete, a broadcast message is sent out to all commercial offices advising the changes.  

Example - Change of flight times, change of flight numbers, change in frequency, discontinuation of service in a market, equipment changes etc.

Timely action not taken on schedule changes may result in:

  • Guest missing connections
  • Inability to check in online
  • Guest disappointment/ dissatisfaction



Etihad Airways shall apply the below policy only under the following situations:

  • Where the departure is prior to 30 minutes from scheduled departure time 
  • Where the departure is delayed beyond 60 minutes from scheduled departure time
  • Where the guest misconnects due to a schedule change



In case of schedule changes on any flights on an Etihad Airways booking (607 document), guests must be offered the following options:

1)   Involuntary Exchange:

  • For itineraries involving only Etihad (EY) operated segments, rebook on another EY flight between the cities shown on the ticket (entire O&D).
  • For itineraries involving Etihad (EY) and Etihad codeshare (EY*), rebook on another EY or EY & EY* or EY & Interline flights between the cities shown on the ticket (entire O&D). 
  • For itineraries involving Etihad and Interline (OAL), rebook on another EY or Interline flights between the cities shown on the ticket (entire O&D).


  1. The new flight should depart within 7 days of the original flight. Bookings should be made in the original booking class or - where this is not available - in the lowest available class in the same cabin.
    • If rebooked within one month of the schedule change, the ticket is reissued without any charges.
    • If rebooked more than one month outside of  the schedule change notification and the original class of booking is not available, reissue the ticket charging the fare difference as per the fare rule. No change penalty or service fee (GSF) applies.
  2. If the guest requests the option of a transit of over 8 hours in Abu Dhabi, they have to make their own arrangements for a hotel at their expense.
  3. All such PNRs must be updated with SSR reflecting the impacted flight number i.e. SSR OTHS SKDCHG DUE EY flight number (eg: EY123) FLT CHG
  4. All involuntarily reissued tickets must have the endorsement or remarks reflecting the impacted flight number i.e. SKDCHG DUE EY flight number (eg: EY123) FLT CHG 
  5. For Schedule Changes communicated by the Short Term Operations Schedule Publication team and automatically updated in the PNR, waivers are not required to be filed through WRS.
  6. If the ticket issued is an Etihad Airways document , Etihad allows agencies to reissue due to schedule change.
  7. If the agency/ticketing office use “Schedule Change” option for non-schedule change cases, applicable fees and charges would be applied to the agency/ticketing office through ADM/E&O.
  8. For guests who hold waitlist reservations or have yet to purchase a ticket, rebook onto another Etihad Airways flight in any available booking class. The fare for the new booking will apply.


2)   Involuntary Refund 

Refund the ticket anytime (within the validity of the ticket) without penalty or service fee (GSF) to the original form of payment.

  1. For unused tickets, full refund applies.
  2. For partially used tickets, the calculation is based on pro-rata mileage flown.





Whenever the changes are outside 72 hours, the PNR owner would have to contact the guest and follow the procedure outlined below for the revalidation / reissuance of tickets. In the event of such schedule changes, PNRs are auto queued to the PNR owners on their respective schedule change queues from where they are picked up. PNR owners are responsible for communicating the changes to their guests.

  • PNRs booked through the EY host shall be queued to queue 33 of the booking city.
  • Dynamic PNRs (involving code-share segments) shall be queued to queue 16 of the city in the first phone field. 
  • Corporate (group) PNRs shall be queued to queue 28 of the phone city.


A guest booked directly with Etihad Airways shall be informed of the change by sending a Traveller notification email or SMS .  Etihad shall try to inform all guests by telephone provided the PNR contains a valid telephone number. It is the responsibility of the reservation and ticketing agent to update the status of the affected segment from SC / WK to HK after the guest is informed of the change. Guest may be advised of different available options if the alternate flight offered is not acceptable by guest. A historical remark “Guest advised of schedule change” must be added to the PNR to record the action taken. Examples of how to identify PNRs with schedule change and reissuance are available in the Involuntary Exchange document.

Action is taken as per the table below:

Tier Level

Time Change


All guests

30 minutes or more

Call out to guest

Premium Cabin, Gold or Platinum

15 minutes to 30 minutes

Call out to guest

Silver or Economy

15 minutes to 30 minutes

Email and/or SMS

Premium Cabin, Gold or Platinum

0 to 15 minutes 

Email and/or SMS

Silver or Economy  

0 to 15 minutes

Email and/or SMS



Travel agents may exchange the tickets impacted by schedule change. They have to endorse the ticket with SKDCHG. A waiver request needs to be through BSP if the PNR does not contain a record of automated schedule in history, when ticket is reissued due to a schedule change performed by an interline or codeshare partner.


This document aims to explain the definition of validity of a Virtual Coupon Record (VCR).



Except as otherwise provided in the Virtual Coupon Record (VCR) or in applicable fare rules (which may limit the validity of a ticket, in which case the limitation will be shown on the ticket), a VCR is valid for:

1)    One year from the date of issue of the original ticket, if completely unused. E.g. if a guest issues a return ticket on 29Mar16, he has to commence his outbound travel before 29Mar17.

2)    One year from the date of first outbound travel provided the outbound travel has commenced within one year from the date of issue of the original VCR. E.g. if a ticket is issued on 29Mar16 and guest has travelled outbound on 27Mar17, he may return before 27Mar18.

3)    Reissuance of a fully unused ticket does not change the validity: the validity of the original ticket applies. E.g. if a guest issues a return ticket on 29Mar16, and reissues the ticket on 30Mar16, he still has to commence his outbound travel before 29Mar17 and return before 29Mar18. The date of issue of the original ticket is always shown on the reissued ticket.


One-year validity shall mean one year from the date of issue or the date of commencement of travel, as applicable, to the corresponding date in the subsequent year (unless specified differently in fare rules).



In case the guest is denied boarding at the airport because they are deemed unfit for travel, then the below policy shall apply: 

If, after having commenced carriage, a guest is prevented from travelling within the period of validity of the VCR by reason of illness, the validity may be extended until the date when the guest becomes fit to travel or until the first flight after such date from the point where the journey is resumed, on which space is available in the class of service for which the fare has been paid. Such illness must be attested to by a medical certificate. When the flight coupons remaining in the VCR involve one or more stopovers, the validity of the VCR may be extended for not more than three months from the date shown on the certificate. In such circumstances, we will similarly extend the period of validity of tickets of other members of immediate family accompanying the guest on the carriage they were prevented from completing.


In the event of death of a guest en-route, the tickets of accompanying guests of the guest may be modified by Etihad Airways either by waiving the minimum stay or extending the validity. In the event of a death in the immediate family of a guest who has commenced carriage, the validity of that guest's VCR and those of his or her immediate family* who are accompanying the guest may likewise be modified. Any such modification shall be made upon receipt of a valid death certificate or other evidence satisfactory to Etihad Airways and any such extension of validity shall not be for a period longer than forty-five (45) days from the date of the death.

*Immediate family member - spouse, children (including adopted and religious children), parents, brothers, sisters, grandparents, grand-children, fathers-in-law, mothers-in-law, brothers-in-law, sisters-in-law, sons-in-law and daughters-in-law.

GDS Best Practice

Space churning

Excessive and repeated booking and cancelling of space is often done to:

  • Cancel and/or rebook the same flight, class, date or route to circumvent a fare rule
  • Achieve GDS productivity targets

The above practices are strictly prohibited and will be invoiced on a per segment basis.


Duplicate bookings

A travel services provider must not create impossible travel itineraries in a single booking.

It is not allowed to hold concurrent flights for the same travel period where it is not possible for the passenger to travel simultaneously.

Debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.


Fare rules

You must adhere to all ticketing and fare rules, and ensure that the booking is either ticketed or cancelled before the expiry of the ticketing time limit.

Etihad Airways reserves the right to use an automatic programme to cancel segments when ticketing has not occurred within the ticketing time limit.


Fictitious and speculative booking and ticket numbers

Holding on to Etihad Airways inventory until a passenger or ticketing opportunity arise increases the airline’s booking fees and reduces the availability of Etihad Airways products.

We ask for your cooperation in using the GDS only when it relates directly to a passenger’s request or intention to buy a ticket.

Creating segments, passive or active, or a combination of both, to meet GDS productivity agreements is a breach of standard industry procedures. This includes the ticketing of duplicate space from one GDS to another, to fulfill booking requirements and gain GDS incentives.

You must not make reservations with fictitious names or enter false ticket numbers. Bookings which contain fictitious names or ticket numbers will be screened. Once identified, bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.


Inactive segments

When a reservation is affected by a schedule change, ticketing time limit action, flight cancellation or any other circumstance, Etihad Airways sends a notification directly to the original booking agent’s GDS queue. This notification communicates the change, directs the booking agent to accept the changes in the passenger name record (PNR) and removes the inactive segments.


Changes to itinerary segment status resulting in inactive segments require action at least 24 hours before departure. This includes cancelling ticketed or un-ticketed segments with a status code of UN, NO, HX, WK, WL, or WN.


Test bookings

It is not permitted to create bookings for testing or training purposes, or for itinerary pricing, using live inventory.

Pricing transactions are available for all pricing requirements. It is the responsibility of the agency to provide training to its personnel in order to foster the use of those transactions.
Once identified, such bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.


A note about booking  

Etihad Airways shall have the right to audit all booking transactions to identify non-compliant booking practices, and reserves the right to issue invoices to recover excessive GDS cost wastage.

If the non-compliant activity is continued by a travel agent, Etihad Airways reserves the right to take additional action up to and including restricting that agency’s access through the specific GDS which was used by the agency to abuse Etihad Airways inventory.

It is expressly understood that the principles, rules, and instructions set forth above are in addition to the rights of each Carrier pursuant to the ARC ARA and the IATA Passenger Sales Agency Agreement (as may be amended from time to time).

Each agent’s concurrence with these principles, rules, and instructions shall occur by such agent’s continuing performance under the ARC ARA or the IATA Passenger Sales Agency Agreement.


Consequences for policy violations

Damages: Etihad Airways reserves the right to hold the travel service provider responsible and liable for any losses and damages due to violation of this policy by the relevant travel service providers.



Etihad addendum to the IATA PSAA and ARC Agreement



Your travel agency (“Agent”) has entered into the IATA Passenger Sales Agency Agreement (the “IATA PSAA”) or with respect to travel agency location(s) in the United States the Agent Reporting Agreement (the "ARC Agreement") whereby Agent has been appointed (“Agent’s Appointment”) to act as an agent for Etihad Airways (“Etihad”) in the sale of air transportation. Agent acknowledges and affirms that with effect from 01 January 2015, Agent's continued sale of Etihad’s products and services will evidence our mutual agreement that this Addendum shall constitute a clarification of the Agent’s responsibilities and duties under the IATA PSAA or ARC Agreement, as applicable. To the extent that Agent engages employee, sub-agents, services vendors or other third party contractors to support Agent’s activities within the scope of the Agent’s Appointment, Agent will be responsible to Etihad for their full compliance with this Addendum. The terms and conditions of this Addendum apply to all the tickets issued using Etihad’s ticket stock.


1. Appointment.

Etihad may independently review any of Agent's locations, including those under Agent’s common control that are accredited by ARC or IATA (the "Agency Locations"). The review may include on-site inspection of any Agency Location to determine that Agent's operations comply with Etihad's requirements for its agents in the sale of Etihad products and services. Without limitation, and in its sole discretion and at any time, Etihad may, upon written notice to Agent, suspend or limit the Agent’s Appointment, including immediately terminating the appointment of any Agency Location or Agent's Appointment. If any Agency Location is terminated, Agent may not act in any agency capacity for the sale of Etihad’s products and services from the terminated location. If Agent's Appointment is terminated, Agent may not act in any agency capacity whatsoever for the sale of Etihad’s products and services.

2. Compliance with Etihad’s Terms and Conditions

    a) Proper Disclosure of Fares, Charges and Terms and Conditions: Agent advertising Etihad fares as available for purchase through agent must at all times include all applicable taxes, airport charges, and all other levies, charges and fees (“Required Fees”) that are known at the time of advertising. Any Required Fees communicated to the Agent by Etihad may not be altered by the Agent. Charges for optional products and services must be clearly presented as such, and should be applied only if the customer affirmatively elects to purchase such product or service (i.e. no pre-checked boxes for optional charges). Agents may not impose charges for services that Etihad provides to its customers without charge, such as online check-in. Agents also may not impose additional charges in addition to Etihad’s fees for any paid Etihad service, such as excess baggage. If the Agent collects a fee from the customer for the booking, such fee must be clearly disclosed as separate from Etihad’s fares and the Required Fees, in a way that makes it clear that the fee is being collected by the Agent and not Etihad (for example, labeled as “[Agency Name] Booking Fee”). The Agent may in no event impose service fees, discounts, or other fees for Etihad fares that are higher than those imposed by the agent on any other carrier’s fares. Agent must ensure that its systems, processes and sales practices accurately display and convey all information relating to Etihad's products and services as presented by Etihad. Agent's systems, processes and practices may automate a customer's preferences for air carrier, but must not otherwise involve any form of bias against Etihad's products and services, or alter the presentation of the information as provided by Etihad. All Etihad terms and conditions and applicable fare rules and restrictions must be communicated by the Agent to the customer prior to booking. Any additional terms and conditions imposed by the Agent must be clearly disclosed to the customer, in a way that makes it clear that such terms and conditions are not set or endorsed by Etihad. To ensure customers are provided accurate information, any description of Etihad’s product offering must include a link to source of the information on This includes information about baggage fees, onboard product offering, seat maps, financial products and awards.


    b) Prohibition of Abusive Booking Practices: Agent acknowledges that Space Churning, Duplicate, Impossible/Illogical Bookings and other Fraudulent, Fictitious, or Abusive Bookings, violate Etihad's Rules (See Etihad's ADM Policy for further information on other Fraudulent or Abusive Booking practices). Circumventing journey controls to obtain sold out inventory is also prohibited. Furthermore, since Etihad is not a participant in other carriers’ private agreements and since Etihad does not honour other airlines' discount codes, Agent agrees that other airlines' private or contracted fares or ticket designators may not be ticketed using Etihad’s ticket stock. Agent acknowledges that if it engages in these practices or sells or issues a ticket used for any of these purposes, Agent will be subject to (1) debit memos, (2) the suspension, limitation or termination of Agent's Appointment, and (3) other remedies available to Etihad.


    c) Fraud and Misrepresentations: Agent will not engage in any fraudulent activity, including altering flight coupons for non-qualifying discount travel, backdating tickets, or selling no-cash-value coupons, discounts, or upgrades. Fraudulent activity also includes intentionally withholding or misrepresenting information regarding Etihad products and services, such as information regarding availability and pricing.



3Use of Etihad's Identification Plate. 

Etihad's validation plate is Etihad's sole property, and Agent will surrender it immediately upon demand by Etihad, ARC or IATA. Agent shall not issue electronic tickets or any other traffic documents for transportation on any airline that has refused to appoint, or has terminated its appointment of, Agent. Further, Agent will not issue tickets for transportation on Etihad on behalf of any other travel agency location for which Etihad has refused or terminated its appointment, including any of the Agency Locations. Agent will not use Etihad's validation to issue tickets for transportation on carriers that do not maintain a ticketing and baggage interline agreement with Etihad.

4. Etihad Data

    a) Data Ownership: Agent acknowledges that Etihad content and data constitute Etihad's valuable property and that unauthorised distribution or remarketing of Etihad content and data is improper and unlawful. Such unauthorised distribution or remarketing of Etihad content and data would constitute, in part: (1) accessing by the use of any automated or electronic devices commonly known in the Internet industry as robots or spiders, or by the use of other electronic search devices; (2) soliciting, facilitating, encouraging or agreeing to provide access to or otherwise remarket or redistribute, or take affirmative steps to allow or permit such access to, or remarketing or redistribution of, any Etihad content or data to any third party, through any process, including screen scraping, spiders, web "bots" or other device, software or system; (3) licensing, selling, or otherwise providing to any person or entity any software or other device that is capable of accessing Etihad content or data from any source; or (4) assisting, aiding, or abetting in any way the unauthorised access of, or the distribution or display of Etihad data obtained or derived from or any other website or any other source, by any third party. Agent shall not engage in any of the above examples, or any other unauthorised distribution or remarketing of Etihad content or data, without the prior written authorisation of Etihad. If Agent learns that any third party is accessing, distributing, or displaying Etihad content or data in any way obtained via Agent, including Agent's website, without Etihad's written authorisation, Agent shall promptly inform Etihad and take all commercially reasonable measures, including commercial, technological, or legal measures, to prevent the unauthorised access, display, or distribution of Etihad content or data.


    b) Etihad’s Intellectual Property: Etihad grants Agent a limited, royalty free, non-transferable, non-exclusive permission to use certain Etihad intellectual property, specifically the trademarks “ETIHAD”, “ETIHAD AIRWAYS” (“Etihad Marks”) solely for the purpose of identifying Agent as an authorised agent of Etihad. In using the Etihad Marks, Agent agrees that Etihad owns the Etihad Marks, and that Agent will not harm the Etihad Marks or Etihad's ownership of the Etihad Marks or in any way contest or deny the validity of, or the right or title of Etihad in or to, the Etihad Marks. Agent acknowledges and understands that it has no right or permission to use the Etihad Marks for any purpose not expressly stated in these terms and conditions, and that any unauthorised use of the Etihad Marks will constitute an infringement of Etihad's rights. Agent understands that it has no right or permission pursuant to this Addendum to use any other intellectual property owned by Etihad or its affiliated entities.  Agent further agrees that it will not purchase, use, or register any domain names or keywords or search terms that are identical or similar to, or contain (in whole or in part), any of the Etihad Marks.


    c) Re-Distribution: Agent’s Appointment is for purposes of the Agent marketing and selling Etihad’s products and services directly to customers for those products and services. Agent’s Appointment is specific to Agent, and does not include any authority for Agent to act as an intermediary for further distribution of Etihad’s products and services via other intermediaries and sales agents. For example, Agent may not offer or distribute Etihad products and services as part of a service provided by Agent that is re-branded so that it appears to customers to be a search, booking or ticketing service from a third party or distribute, display or otherwise provide direct or indirect access to any Etihad Data (or any portion thereof) to any other party, including without limitation any Metasearch Site, or receive any referral, web page click-through or link from any Metasearch Site that is attributable to any Etihad fare in connection with any search result on the Metasearch Site. Agents also may not place or otherwise have any advertising link on any Metasearch Site in connection with any Etihad fare. A “Metasearch Site” is an Internet website that obtains fare data from various travel services companies, aggregates such fare data in response to user queries, and includes links to such other travel service companies for booking the selected itineraries. Any such re-distribution arrangement is only permitted pursuant to a separate agreement signed by authorised representatives of both Agent and Etihad. In addition, if Agent uses or works with a non-accredited entity in making a booking, then Agent acknowledges and agrees that Etihad reserves the right to reject the booking in Etihad’s sole discretion and that Agent nonetheless remains fully responsible to Etihad in all respects for any bookings made by third parties and ticketed via Agent’s Appointment.

5. Right to Inspect and Audit

Etihad shall have the right to enter any Agency Location upon reasonable notice to: (1) inspect Agent's books and records relating to air transportation sold on Etihad and to ensure Agent's compliance with the provisions of the IATA PSSA/ ARC Agreement and this Addendum; and (2) audit Agent's books and records to detect or establish Agent's abuse of, or failure to comply with, any of Etihad’s Rules concerning sale of travel on Etihad, Agency free and reduced rate travel, Agency Incentives, promotional or override programmes, or Agent ticket fraud. Agent agrees that Etihad may use information obtained from IATA or ARC to evaluate the credit-worthiness of Agent and Agent's employees and owners.


6. Agent Incentive, Promotional, and Override Programmes

Agent shall comply with Etihad’s rules and any specific contractual requirements concerning agency incentives, promotions, or overrides with Etihad in which Agent participates or has an interest. Failure to comply subjects Agent to (1) forfeiture and repayment to Etihad of all sums paid by Etihad to Agent or the value received by Agent, (2) termination of Agent's right to participate in or receive all or a part of any agency incentives, promotions, or overrides, and (3) termination of Agent's Appointment.

7. Miscellaneous.

    a) Prior Agreements. This Agreement supersedes any prior agreement or addendum between Etihad and Agent.

    b) Waiver. Any waiver or modification of any of the terms of this Addendum must be in writing from Etihad. Etihad may amend or modify this Addendum at any time. Agent agrees that failure of or delay by Etihad to require strict performance or to enforce any provision of this Addendum, or a previous waiver or forbearance by Etihad, will in no way be construed as, or constitute, a continuing waiver by Etihad of any Rule or any provision of this Addendum.





Etihad Airways recognizes the Global Distribution System (GDS) as a valuable distribution channel, and as such, we currently participate in all major systems. As part of our participation, we pay incremental fees for travel agent bookings. Billable activity includes sell, cancel, waitlist, change, schedule change, etc.

This policy applies to all GDS subscribers including travel agents and any person or entity accessing Etihad Airways internal reservation system content via the Internet or any other electronic means. It is the responsibility of the GDS subscribers to ensure that all of its employees, agents and contractors in all of its locations, are familiar with this policy.

We hereby request all GDS subscribers to make every effort to comply with these policy guidelines.


1. Waiting lists

Travel Service providers must not repeatedly create waitlisted bookings, since these do not increase chances of confirming and result only in higher booking volumes and increased GDS fees for Etihad Airways.

Travel Service providers must ensure all waitlisted bookings are removed from the active PNR at least 24 hours prior to departure.

2. Passive bookings:

An acceptable passive segment is entered into a GDS for the purpose of ticketing. It must match an existing booking in Etihad Airways internal reservation system. The use of mismatched segments to issue tickets is strictly prohibited.

Industry standards require that passive segments be used “for the purpose of ticketing” only after a booking has been made in an airline inventory system. Etihad Airways does not allow passive segments to be used for other reasons, including but not limited to:

  • Satisfying GDS productivity requirements
  • Circumventing fare rules
  • Fulfilling an administrative function

If a passive segment is rejected by Etihad Airways, then the passive segment should be cancelled immediately by the agent in order to avoid unnecessary fees to Etihad Airways.

3. Married Segments:

Agents must never break married segments. Agents that break married segments to gain access to otherwise unavailable classes will be charged with ADM. In case of married segment violation to gain access, Etihad Airways will issue ADM and such agent will be charged a penalty as set forth in the consequences for policy violation. The booking of an O&D in separate availability requested per leg shall also be considered as a married segment abuse.


The agent that issues the ticket will be held liable in case of any EY booking policy violations. This can occur even in scenarios where an IATA agent issues a ticket for a booking that has been created by a Non-IATA agent. An ADM will be raised for the fare difference between actual Origin/Destination (O&D) pair used for booking and the O&D pair ticketed, plus an ADM fee of US$ 300 (or equivalent in local BSP currency) per segment/passenger.


4. Training/Test bookings:

It is not permitted to create bookings for testing or training purposes, or for itinerary pricing, using live inventory.


Pricing transactions are available for all pricing requirements. It is the responsibility of the agency to provide training to its personnel in order to foster the use of those transactions.

Once identified, such bookings are subject to automatic cancellation and debit memos of US$ 10 per passenger per segment will then be raised against travel agencies found in violation.


5. Origin - Destination (O&D) availability abuse:

Agents must never break the origin-destination availability to get better availability access. Availability is based on Point of Sale (POS): O&D. Availability on a flight may differ from POS to POS. Bookings should be created using the OD availability and not segment availability. When a flight shows an “Availability Display” as part of a connection, the entire connection or travel option must be sold together. Bookings sold initially must not be separated and arrive at an OD pair. POS for a given itinerary is determined by Point of Commencement of entire itinerary (POC).

When POS availability is used from one country where the availability is higher than the availability of Point of Origin and it is ticketed from the POS of origin, it would be considered as a violation of Incorrect Availability.

Example: Agent in POS AU books ATH-AUH-SYD where the availability is in Q class, but for POS GR on the same flight is only available from K class. If this is ticketed in Q in POS GR, it would be considered an Incorrect Availability used for ticketing and ADM will be raised.

6. Abuse of Point of Commencement (POC)

All bookings on Etihad Airways flights should be created in the right sequence, as per the passenger’s intended journey. Bookings created solely with an intention to bypass EY inventory - e.g. to obtain seats in those booking classes which are not available at the time of booking - will be considered as a POC violation: un-ticketed bookings will be cancelled and an ADM will be raised against the ticketed bookings for the ticketing agency.

The following violations are handled under POC abuse:

  • Booking out of sequence is not allowed e.g. inbound flight booked first and outbound flight booked later
  • Booking of a Dummy Segment is not allowed e.g. booking a segment at the beginning of the itinerary which is not intended

Etihad Airways will raise ADMs for ticketed bookings that are not made in compliance with the Journey/Married segment integrity policy.

The agent that issues the ticket will be held liable in case of any EY booking policy violations. This can occur even in scenarios where an IATA agent issues a ticket for a booking that has been created by a Non-IATA agent. An ADM will be raised for the fare difference between the actual Origin/Destination (O&D) pair used for booking and the O&D pair ticketed, plus an ADM fee of US$ 300 (or equivalent in local BSP currency) per segment/passenger.

7. Invalid ticket on bookings (eticket validation):

Holding confirmed bookings with VOIDED/REFUNDED/FLOWN TICKET in live inventory is not permitted.

Invalid ticket numbers include restricted, used, refunded, voided or non–existent ticket numbers associated with confirmed segments in a booking. A valid ticket should be provided immediately or the booking needs to be cancelled if ticket is voided/refunded/flown. Once identified, such bookings are subject to automatic cancellation and ADMs of US$ 10 per passenger per segment, will then be raised against travel agencies found in violation.

8. Interline Ticketing

The Travel Service provider must not validate any ticket on Etihad Airways if the ticket contains a flight segment(s) on any other airlines unless the other airline is an Etihad interline partner and has a ticketing and baggage agreement with Etihad. In addition, any ticket validated on Etihad must contain at least one Etihad flight segment. A listing of Etihad’s interline partners is available via Travel Service provider’s GDS system. We permit stand-alone tickets only for our Partner Airlines where they are not present in local BSP.

B- Consequences for policy violations

Damages: Etihad Airways reserves the right to hold the Travel Service provider responsible and liable for any losses and damages due to violation of this policy by the relevant Travel Service providers. 

ADM Issuance:

ADMs will be processed through BSP/ARC and issued within 9 months of the final travel date, or the expiry date of the document when the final travel date cannot be established.

The minimum amount for the issuance of a single ADM is US$ 10 (or equivalent amount in local currency). Differences that are lower than this amount, related to more transactions of the same kind and with the same memo reason, may be included in one single ADM.

ADM Fee Structure applicable for GDS violation of policy


Charges (in US$)

Un-cancelled Inactive Segments

US $10 per passenger/per segment

Space Churning

ADM will be raised for the excessive churn cost amount

Duplicate segments on same bookings

US $10 per passenger/per segment

Fictitious/Speculative bookings

US $10 per passenger/per segment

Married Segment Control abuse

Fare difference between actual Origin /Destination (O&D) pair used for booking and the O&D pair ticketed, plus an ADM fee of US$ 300 (or equivalent in local BSP currency) per segment/passenger

Origin - Destination (O&D) availability abuse

Fare difference between actual Origin/Destination (O&D) pair used for booking and the O&D pair ticketed, plus an ADM fee of US$ 300 (or equivalent in local BSP currency) per segment/passenger

E-Ticket Validation (Invalid Ticket)

US $10 per passenger/per segment

Passive Bookings

US $10 per passenger/per segment


Sales and Refund ADM Policy


In accordance with the IATA resolution 850m Etihad Airways is hereby furnishing ADM policy.  Etihad Airways will issue an ADM to collect amounts or make adjustments to Etihad Airways traffic documents issued by or at the request of the Agent. An ADM may also be used to collect amounts where a traffic document has not been issued, if agreed with the Agent, for example, for deposits for group sales.



2.1.1 An ADM will only be submitted for processing through the BSP to adjust sales if issued within nine months of final travel or - when the final travel date cannot be established - the expiry date of the document. To adjust refunds, an ADM will only be issued within nine months of the BSP remittance date on which the document was settled. For any charge due to Etihad Airways beyond this period, Etihad Airways will agree with the Agent bilaterally the best settlement method and only submit an ADM through the BSP process if agreed by the Agent.

2.1.2 For agencies not registered with IATA, ADMs will be raised manually and correspondence will be sent to agents or Etihad’s local office.

2.1.3 For all Manual ADMs raised, Etihad Airways will provide a credit period of 14 days (maximum) from the date of submission of those ADMs to the Agents. Beyond this time frame, if the agent fails to settle the disputed amounts to Etihad Airways, Etihad Airways will then institute legal action for collection of these funds/bank guarantee/insurance.

2.1.4 The minimum value of a single ADM shall be US$ 10 per agent per fortnight or per reporting period, whichever is earlier. However, if there is a persistent practice of under-payment (multiple occurrences of under-payments less than US$ 10 or equivalent) by the same Agent (IATA location), Etihad Airways may raise an ADM to recover the under-payments.

2.1.5 The general principle applied by Etihad Airways for raising an ADM for non-compliance with ticketing rules is to raise the fare to the next applicable fare that meets all fare & ticketing rules/conditions for the journey travelled/booked. (This does not apply when there is a fixed amount penalty charge as communicated through notes in the fare rules, by letter or any other communication e.g. Key News for specific markets)

2.1.6 Etihad Airways will not issue more than one ADM on the same original booking, if it is for different memo reason and charges. (This does not apply when an ADM is cancelled and raised again for the same reason but for a different value.)


An ADM shall be raised specifically for the following discrepancies:


Fare calculation

Endorsement restrictions

Abuse of CIP (Carrier Identification Plate) selection rules

Refund calculation

Minimum/Maximum stay

Fare non-refundable

Booking class / Class of travel

Cancellation fee/ Refund charge

Advance Purchase requirements

Refund on partly used ticket

Surcharges Weekend/YQ/YR

Conjunction ticket refunded separately

Routing/Flight requirements

Duplicate refunds

Child/Infant/Other discounts

Correct original airline

Expiry of fare/ticket

Commission on Refund

Open Jaws

Tax refunds

Stopovers & Transfers

Agency checks

Seasonality/Travel Restriction/Blackout

Credit Card Refunds

Combinations for Fares & Carriers

Ticket Refund validity


No Show Charges

Tax calculations

Group Fares

Agent IATA applications

Group rules & conditions

AD/ID/Trade discounted fares

Lost ticket/Blacklisted tickets

Form of Payment

Dual utilization of coupons

Missing & Incorrect Tour Codes/Sanction Codes/Waiver Codes/Discount Codes

Any conditions/Rules/Charges covered under contracts/Deals/Sanctions/Fares

Add-ons calculations

BSP billing discrepancies

Joint Fare violations of other airline and airline partners’ Joint Fares

Conversion rates

IATA fare construction

Credit Card charge back

Reissue fare calculation

Out of Sequence

Reissue Tax calculation

Sales not reported

Commission on Reissue

Tickets reported as void but utilization of such tickets are noticed.

Change fee/Reissue charges

RBD Abuse

Name Change

Any Incorrect Ticketing

Expired tickets reissued

Baggage allowance ADMs

Original ticket details not reported in reissued ticket.

Credit Card Fraud



3.1.1 An applicable administration fee will be applied for all the ADMs to be raised, which will be included in the respective ADM itself.

3.1.2 Agents shall dispute the ADMs in the respective BSP link within a maximum period of 14 days or as per the time limit assigned by the local BSP, whichever is earlier.

3.1.3 All correspondence in respect of disputes must be directly recorded on the communication details mentioned on the ADM. If disputes are accepted by Etihad Airways, all charges associated with such ADMs will be reversed with an ACM in the respective BSP links.

3.1.4 When disputing ADMs, agents must provide supporting documentation.

3.1.5 No dispute shall be entertained by Etihad Airways where the billed date is more than 180 days old.

3.1.6 The contact details of persons with whom correspondence can be initiated will be available in the respective ADMs of the BSP links.

3.1.7 The dispute period of all manual ADMs should be within 14 days from the date of submission. All disputes submitted by agents to Etihad Airways must be accompanied by relevant supporting documents.


A Special Service Request (SSR) enables you to offer guests more choice on board. They include:

  • Different types of meal, such as diabetic or low-calorie.
  • Special assistance (such as wheelchairs).
  • Baggage handling requests.
  • Unaccompanied Minor service for children travelling alone.
  • Codes to notify the crew about certain passengers e.g. a VIP, a deportee or someone who has impaired hearing.
  • Codes to notify the crew about situations e.g. an animal in the hold or sporting equipment.


SSRs are subject to availability. Please review the full GDS list:


Here are GDS specific ancillary guides:


Etihad Airways, the National Airline of the United Arab Emirates, invests substantial amounts of money to develop and bring to market innovative aviation products and services, including our award-winning airport lounges, cabin interiors, limousine transfers, and inflight offerings. We recognize that our authorized travel agents and other travel partners (collectively “Trade Partners”) also contribute to Etihad Airways’ success by investing significant time, and effort in helping promote Etihad Airways to the traveling public, and educate them about our airline. Etihad Airways wants our Trade Partners’ to continue to promote Etihad Airways to the traveling public and to this end has established the Etihad Airways Territorial Minimum Advertised Price Policy (“MAP Policy”). The MAP Policy is a unilateral policy of Etihad Airways and does not constitute any express or implied agreement between Etihad Airways and any other party or entity. The MAP Policy applies to Trade Partners in the Territory, which is defined below.1


Under the MAP Policy, Trade Partners and other promoters and distributors of Etihad Airways products and services in the Territory may not advertise, promote, publish or otherwise disseminate to the general public any passenger fare or ticket distributed by Etihad Airways within the Territory for a price that is less than that the Etihad Airways Current Published Fare.  The Etihad Airways Current Published Fare is the fare distributed by Etihad Airways and displayed in the applicable global distribution system(s) (“GDS”), including all applicable taxes, charges, surcharges, and/or other fees displayed in the applicable GDS(s).


The MAP Policy applies to all advertisements by Trade Partners that include any Etihad Airways passenger fares in any media, including but not limited to flyers, posters, internet sites, metasearch sites or other electronic formats, social media sites, newspapers, magazines, catalogues, television, radio, and public signage.


Etihad Airways, at its sole discretion, reserves the right to discontinue doing business with and/or terminating inventory access to any Travel Partner or other party that violates Etihad’s MAP Policy. Etihad Airways will enforce MAP Policy at its sole discretion and without notice. Trade Partners have no right to enforce the MAP Policy – it is a unilateral policy of Etihad Airways.


1 As of this update, the Territory consists of: United States, Republic of South Africa, and the Gulf Cooperation Council (United Arab Emirates, Saudi Arabia, Qatar, Oman, Kuwait and Bahrain).