Change

To be updated

Introduction

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.

 

Policy

  1. Etihad Airways accepts requests for a name correction on ticketed bookings with a fee of US$ 100 or equivalent.
    Note
    • 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:

REASON

EXAMPLE

Maiden name to married name  (or vice versa)

JOHN/MARY MS TO JACK/MARY  MRS

Juxtaposing of surname / first name

MARY/TOM MRS to TOM/MARY MRS

Shortened / nickname to full name

ALSHAMSI/MOHD MR to ALSHAMSI/MOHAMMED MR

Genuine typing errors up to 3 characters

TOM/JIRRY  MR TO TOM/JERRY MR

Title amendments

TOM/MARY MR to TOM/MARY MRS

Addition of middle name*

BROWN/JOHN MR to BROWN/JOHN PAUL MR

Addition of surname*

PAUL/JOHN MR to BROWN/JOHN PAUL MR

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

GEORGE/PAUL MR to DANIEL/JACK MR

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

Introduction

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).

Policy

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.

Introduction

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

 

Policy

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:

ONE DATE CHANGE PERMITTED FOC WHEN RETURN DATE OUT OF RANGE. RETURN DATE MUST BE SPECIFIED AT TIME OF ORIGINAL BOOKING. IF ORIGINAL RBD IS NOT AVAILABLE THEN ANY FARE DIFFERENCE SHALL APPLY.

 

Procedure

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.

 

Introduction

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

 


Policy

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.

 

 

Procedure

 

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

Action

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.

Introduction:

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

 

Policy   

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).

 

Exception:

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.