Etihad policy on rebooking for pax affected by COVID-19

[stm1sydney]

This is the current policy from the Etihad website:

REBOOKING AND REISSUE OF TICKETS ON ETIHAD AIRWAYS FOR PASSENGERS AFFECTED BY COVID-19 RESTRICTIONS
Many passengers intending to travel, or part-way through their journeys, have been impacted by flight cancellations or by travel restrictions imposed to help contain the spread of the Covid-19 virus.
For those due to fly before 30 June 2020, but whose flights have been cancelled, who have been directed or advised not to travel by their local authorities, or who are unable to commence or complete their journeys due to restrictions preventing their departure from or entry into other countries, travel can be rebooked for departures up to 30 June 2020, without standard change fees.
Only one change is permitted. Further changes will attract standard fees. Re-routing or rebooking can only proceed if there are no travel restrictions on intended routes.
If their flights have been cancelled, if they have been prohibited from travelling by their local authorities, or if they are unable to commence or complete their journeys due to restrictions preventing their departure from or entry into other countries, passengers may request a fare refund without penalty on the unused portion of any tickets.
Refunds for all other ticket holders will be based on the applicable fare rule.
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Given the Australian government's advice is now "reconsider your need to travel" (all destinations), do you think Etihad would allow a rebooking without change fees? Does anyone have recent experience of this, eg, been on the phone to Etihad? Just considering options before I jump on the phone (and wait in a queue for three hours).

Many thanks in advance for your thoughts and advice.

 

[Colesmore]

That's certainly how I read it. If you're advised not to go by your country you can change, if your origin or destination won't let you go it's a refund.

I'm about to go through the process, albeit a thoroughly enforced cancellation due to my destination not allowing people from my origin. One thing that had me wondering and perhaps others know, is it references one fee free change. If I call now to change my flights in 2 weeks to flights in 8 weeks, and then have to change it again due to restrictions still being in place? And with the fluidity of it the whole situation, if you're not due to travel in the next couple of days I wouldn't bother, as restrictions will change (for the worse) again soon enough.

 

[stm1sydney]

Thanks, and good question!

 

[nightelves]

Anyone been able to get through to the Etihad call centre?

 

[IrishPete]

Err, there is so much ambiguity in that announcement. Do they consider a two week self isolation on return to Oz a good reason to cancel?

I think I'm going to be looking for a refund, as a credit or another booking with an airline which may not exist in a few months is not terribly attractive.

If Etihad can't or won't help, my credit card travel insurance will have to.

 

[Rebus]

Hello everyone, first post after many months of reading and enjoying this resource.

I have a booking with EY in July which was made through VA using Velocity points. The booking was made back in October and I would like to know if EY will therefore have already been 'paid' by VA or if that transaction only occurs at the point of travel? My reason for asking is a concern that if VA ends up in strife the EY booking may not be honoured or may not be eligible for travel at a later date when restrictions are lifted. Your thoughts are appreciated.

 

[IrishPete]

I'm more worried about Etihad's future than Virgin's.

 

[Colesmore]

A frustrating update. Bit the bullet after the UAEs travel/transit ban and subsequent definitive cancellation of our flight due this Saturday and called Etihad. Absolutely stonewalled in terms of a cash refund, which is disappointing, as my understanding is that EC261 should most definitely apply (UK departure), and therefore be entitled to a refund (not compensation) no matter the cause of the cancellation. Credit Card dispute in action, with the team firmly on our side following Etihad's tactics. Hopefully others have better luck & Etihad backtracks from this very consumer un-friendly stance once enough disputed transactions come their way.

I think the credit refund would have been far more palatable had their been an end date in sight, or Etihad was definitely here for the long haul (as much as can be in the circumstances) but given those two unknowns it was just too much cash to be sitting in their accounts and not ours.

 

[hada88]

Anyone have any success / thoughts on whether contacting Etihad directly to change a flight date under their policy would be fruitful, where I booked through Aunty Betty? Have flights for beginning of May, but think I will need to push back...

 

[Jusrus]

Wondering if ANYONE has had any luck securing cash refund from Etihad? I had two separate itineraries :

Dep Madrid for Melbourne May, return late July
Dep Melbourne for Madrid late May, return early July.

Both booked direct online with Etihad. Virgin Gold FF if relevant.

Honestly, work was reason for both trips, in events which are now cancelled, so I have no need for either flight.

Two hours on hold today before I gave up. Will try them on social/twitter now.

Hope you're all staying safe and comfortable - we are living in Madrid and fine, though cabin fever is starting to set in on day 20!!

 

[IrishPete]

Wondering if ANYONE has had any luck securing cash refund from Etihad? I had two separate itineraries :

Dep Madrid for Melbourne May, return late July
Dep Melbourne for Madrid late May, return early July.

Both booked direct online with Etihad. Virgin Gold FF if relevant.

Honestly, work was reason for both trips, in events which are now cancelled, so I have no need for either flight.

Two hours on hold today before I gave up. Will try them on social/twitter now.

Hope you're all staying safe and comfortable - we are living in Madrid and fine, though cabin fever is starting to set in on day 20!!

I expect to have to deal with my travel agent, ByoJet.

Another email from them yesterday, offering credit with Etihad, or cancellation with normal cancellation fees. As it was a very cheap ticket, I'd expect cancellation fees to eat up most of the funds, and the credit will ne near-useless, so I'm going to hold on for now. Flights are on 11th April!

 

[Hamole]

Does anyone know if the Etihad contact centre line is still operating at all? Have tried calling at various times of the day and is always engaged.

I just want to pay the refund fee for my ticket, a voucher would be useless to me.

 

[IrishPete]

Just received email messages that all my Etihad flights are cancelled. But STILL they aren't offering a refund...

 

[nightelves]

Does anyone know if the Etihad contact centre line is still operating at all? Have tried calling at various times of the day and is always engaged.

I just want to pay the refund fee for my ticket, a voucher would be useless to me.

You have to call the US contact centre. Australia's contact centre is always engaged. I got through to speak to someone through the US centre quite quickly. It's free call if you have Skype credits.

 

[Hamole]

Thanks for this, they answered within a minute and it was sorted within 5!

 

[Jusrus]

Updating here - I've had no luck getting them on the phone from Madrid across a few different numbers.
Hence I have been interacting via Twitter. So far they are 100% refusing cash refund for my flights as per above.

I'm holding firm and will keep you updated.

Ironically, I've read/heard other reports that flights booked via OTAs like BYO Jet have been refunded for flights during a similar time frame! Who would have thought that booking via the airline would be a disadvantage at times like these!!

 

[hada88]

Has anyone booked through an OTA and managed to resolve directly with EY? Happy to take a rebooking...it's for a flight home, so do need to make my way home at some stage!!

 

[AIRwin]

Etihad to give full refunds for cancelled flights bought in Australia

The ACCC put out a press release this morning saying that Etihad had agreed to give full refunds to all passengers that bought tickets in Australia whose flights were cancelled due to COVID-19. This includes passengers that have already accepted travel credits...

www.australianfrequentflyer.com.au

 

[Jusrus]

Etihad to give full refunds for cancelled flights bought in Australia

The ACCC put out a press release this morning saying that Etihad had agreed to give full refunds to all passengers that bought tickets in Australia whose flights were cancelled due to COVID-19. This includes passengers that have already accepted travel credits...

www.australianfrequentflyer.com.au

Yep - I got an email a couple of days ago, after several requests, including a C/C chargeback (that was processed and then reversed) - a quick call and my money is on the way (45 business days!!)