Frequently Asked Questions
Booking Holiday Packages (general)
What reservation transactions can I make online?
The web site enables you to search for flight and hotel availability, create your dream travel itinerary, securely book & pay online, email an itinerary, and confirm a reservation. You can also use the Help/Customer Service section to retrieve and review your online reservation.
For additional information, you can also contact the Etihad Holidays' Customer Care Centre (0345 600 8118). Please note that the hours of operation for the Etihad Holidays' Reservation Centre are daily from 6am–6pm.
How do I search for a holiday?
Use the holiday search tool on the home page to search for a holiday package. After you enter your search criteria, the web site automatically searches for the best value-priced holiday package. You can then use the selection screens to customize a travel itinerary.
What are promotion codes, and how do I use them?
Etihad Holidays creates promotion codes to reward you with a specific discount amount, a percent discount, free or discounted items. You receive promotion codes through promotional emails, mailings, faxes, postcards, or listed in the Deals section of our site. Type the promotion code exactly as it appears in the Promo Code field in the holiday search tool.
If you receive an error message when using a promotion code, please use the following tips:
- Check the promotion code's restrictions for valid flight service, destinations, and travel date range.
- Check your spelling or capitalization of the promotion code. The promotion code must appear the same as the advertised version when you enter it.
- If you continue to experience difficulties using the promotion code, contact our Customer Care Centre (0345 600 8118) or your preferred travel professional.
How important are the Terms & Conditions?
If you purchase a holiday online, you are subject to the Terms & Conditions. The Terms & Conditions are extremely important. They outline Etihad Holidays' policies and procedures. We encourage you to make a copy of the Terms & Conditions and read through them carefully. By confirming your reservation, you acknowledge that you have read and agree to the Terms & Conditions. For more information, click Terms & Conditions at the bottom of each screen.
Can I email others or myself my holiday itinerary before I confirm?
You can click Email at the bottom of the Package Summary screen during the booking process to email yourself an itinerary quote before you confirm the reservation. This email includes the itinerary details for the holiday package you created. It is not a confirmation; the inventory and price are not confirmed and are subject to change at any time.
Can I change the sort order for flights, hotels, and cars?
Yes. Use the drop-down menu at the top of the Select Your Flight screen to sort flights by price, stops, flight duration, time or carrier.
You can also use the drop-down menu at the top of the Select Your Hotel screen to sort the hotels by price, name, rating, distance from the airport or location.
You can use the radio buttons on the Select Your Car screen to sort the cars by price or brand.
Why did Etihad Holidays return different flight times than what I entered?
When you search for specific departure or return times using the Advanced Search option, the web site returns flight times based on the following criteria: first it searches for the best priced flights. Then it arranges those best-priced flights in order of the closest time to what you selected in the Time preference menus for both departure and return.
Is it possible to upgrade to a business or first class seat (if available)?
To see if business or first class options are available on your flight, please select the booking cabin in your original search or alternatively you can contact our Customer Care Team (0345 600 8118).
How do I book an infant?
According to airline regulations, an "infant" is a child under the age of two. Infants do not require an airline seat and can sit on the lap of an adult traveller while flying ("lap child"). If an infant is traveling with you and you do not purchase a seat for the infant, select the number of children traveling with you and then select IN from the drop-down menu that appears for the children's age.
For some international destinations, additional taxes may apply when you include an infant on the reservation.
I would like my infant to have his/her own seat, how should I book it?
In the Build Your Holiday search tool, select the number of children traveling with you and then select 1 as the age of the infant from the drop-down menu that appears.
Booking Hotels and Features
How do I book more than one room for a holiday?
To add more than one room to your reservation online, select the Advanced Search Options within the Build Your Holiday search tool. Under the return date information is a drop-down box for the number of rooms you would like on your reservation. Select the appropriate number of rooms and then select the number of adults and children for each room. Etihad Holidays will then automatically search and display hotels that are able to accommodate the number of people requested for each room. You can also choose to upgrade individual rooms when making your reservation online.
For additional assistance, please contact the Etihad Holidays Customer Care Centre (0345 600 8118), or contact your preferred travel professional.
Etihad Holidays offers group travel arrangements, with a minimum of 10 passengers and 5 hotel rooms. Please contact your preferred travel professional for more assistance. Your travel professional can contact the Etihad Holidays' Group Department to book your holiday.
How do I make special room requests?
If you need to make a special room request, email Etihad Holidays, contact the Etihad Holidays Customer Care Centre (0345 600 8118), or contact your preferred travel professional.
Pricing Holiday Packages
How do I find the lowest holiday price?
Use the tips in the list below to search for the best holiday price.
- Check the great specials available in the Deals section.
- Compare midweek and weekend departure prices.
- Price morning departures and late departures to find special pricing for off-peak travel times.
- Price a holiday with a weekend stay-over.
- Etihad also offers Price Match, which means we will match any competitor's price on the same holiday package before booking your holiday.
How do I know what the holiday price includes?
When you search for a holiday package, the availability prices always include the combined hotel and flight prices, any selected add-on prices, and all applicable air and hotel taxes and fees. The web site does not add any surprise taxes or fees to the air and hotel holiday prices when you confirm the reservation
Note: Car prices do not include some local taxes, which are paid upon arrival at the car rental location at the airport in the destination. Car prices do not include extra day charges. Extra day charges may apply if your return flight is one hour (or more) later then the scheduled drop-off time for your rental car.
How do I find the amount of taxes and fees that are included in my holiday's search price?
You may use the link at the bottom of the Package Summary screen to view a detailed breakdown of the amount of taxes/fees related to your holiday.
How far from my intended travel date can I price a holiday?
Normally, you can search for a holiday 330 days prior to departure. There may be some exceptions to this rule. Please try different date options if your holiday search is not successful.
When I checked the holiday price yesterday it was lower than it is today. Why?
When you price an Etihad Holiday package, you are viewing live inventory. Because prices are based on many factors, including availability of rooms/room types, flights and demand for the packages, prices can fluctuate, even within minutes. As it is not uncommon for prices to fluctuate, Etihad Holidays suggests that you check out different flights or alternate dates for a lower fare that is still available. The only way to secure a holiday price is to pay for it in full.
Am I able to apply a deposit on my holiday instead of paying in full at time of booking?
Yes, Etihad's Book Now, Pay Later plan allows you to hold your holiday with a deposit from as little as 10% down. The actual deposit amount required varies based on the airfare and hotel accommodations selected.
How can I Book Now, Pay Later?
Plan your holiday as usual, including any excursions, show tickets, tours, rental cars and other components you'd like. If you're traveling more than 2 months in advance and your holiday cost is higher than the required deposit amount, the Book Now, Pay Later option will appear on Checkout Step 3 in the Final Payment section:
Schedule your Automatic Final Payment
The amount to be scheduled will appear. Select a payment date more than 45 days before your departure date, and your credit card will automatically be charged on that date. If you've entered multiple credit cards for your initial deposit, select the corresponding number in the Payment # field – a "1" in this box will charge the first credit card listed, "2" will charge the second credit card listed, and so on.
Schedule an Email Reminder
If you'd like to make several payments over time, or charge the final payment on multiple credit cards, you can set up an email reminder. You must select a date that is more than 47 days prior to departure. This automated email will remind you to log in to the account you created during the booking process to enter credit card information and complete payment on your holiday. You may log into your account and apply multiple payments over time, or pay using multiple credit cards. Important! All payments must be completed no less than 45 days before departure.
Does my holiday qualify for the Book Now, Pay Later Plan?
If you're planning your holiday more than 2 months before travel, and your holiday cost meets the deposit requirements, you will qualify for the Holiday Payment Plan. You will see deposit information on Checkout Step 3 of the reservation process if your holiday package meets the deposit requirements.
What if I don't want to use the Book Now, Pay Later Plan?
You may pay for your holiday in full at time of booking. Simply change the Payment Amount in Checkout Step 3 to the total package price and your full payment will be processed when you complete your booking.
How are deposits calculated?
Deposits include a portion of both your air and hotel costs, plus the full cost of any show tickets, insurance, or other features you may select.
I'm booking 2 or more months In advance – Why don't I see the Book Now, Pay Later option?
If you do not see the Book Now, Pay Later option, it generally means you're getting a great deal on your holiday! Sometimes the minimum deposit rules will cover your full air and hotel costs. This will most likely happen in situations like these:
- You've selected a midweek stay when hotel rates can be lower than weekend rates
- You’ve selected a hotel or flight that is on sale so the total price is lower than the minimum deposit
In addition, some special holiday or convention periods require full payment at time of booking.
Will Change or Cancellation Penalties still apply if I use the Holiday Payment Plan?
Yes. You will still be subject to all change or cancellation penalties outlined in the Terms and Conditions, as well as any supplier penalties should you wish to change or cancel your holiday.
What if I want to pay for some or all of my holiday before the Automatic Final Payment date?
You are welcome to pay for some or your entire final amount due before the Automatic Final Payment date. You can do this either by logging in to the account you created at time of booking or by calling us at 0345 600 8118.
We will subtract these payments from your total amount due. If any balance remains after your interim payments, only the balance amount will be charged to your credit card – we will never overcharge you!
Are payments processed on a secure server? How do I know?
Yes, all Etihad Holidays payments process through a secure server. You know the server is secure by the little closed lock that appears at the bottom right of the Internet Explorer window. You can also see the "secure" url displayed briefly on the bottom left of the screen immediately after you click Complete Booking.
What taxes and fees do I have to pay?
Taxes and fees can include airport facility charges, federal taxes, state taxes, and government fees. The complete holiday package determines the fees and surcharges. The web site includes these fees in all holiday prices that appear on the selection screens. When you search using the holiday search tool, the prices you see in availability include the air and hotel taxes and fees when you book online. Click here for more information on taxes and fees to review a description of included taxes and fees. In some foreign destinations, there may also be additional nominal fees not included in the holiday package price. These fees are due upon arrival and must be paid at the airport before departure. For a listing of these fees, see the Etihad Holidays' Bill of Rights.
Can I use more than one credit card to apply payment?
Yes. You can use up to four different credit cards for payment at the time of booking.
What happens when the web site rejects a credit card?
The web site rejects a credit card if the information is entered incorrectly, the credit card is invalid, or the credit card exceeds its limit. If one of these situations occurs, you immediately receive an error message. Contact the Etihad Holidays Customer Care Centre (0345 600 8118) or your preferred travel professional for assistance.
Can I use a travel credit to pay for a reservation I booked online?
Yes. To apply a travel credit, first book your holiday package online and pay in full with your credit card. Then, send your travel credit and your new reservation number to the Etihad Holidays Accounting team. After Etihad Holidays receives your travel credit, the Accounting team refunds the value to your credit card. Send your travel credit information to:
Attn: Refund Accounting
When I try to confirm my online booking, at the end of the reservations process it says that my address cannot be verified. Why?
Our system can only recognize your address if you enter it EXACTLY as it appears on your credit card billing statement. Please refer to your credit card billing statement, and try entering your address again. If you continue to receive the "cannot verify address" message, email Etihad Holidays. On the form, select "Problems verifying credit card address for payment" from the Subject drop-down menu. Etihad Holidays will contact you with further instructions.
How can I get a copy of the confirmed itinerary or my e-travel document? When you confirm an online reservation, the web site automatically sends you an email confirmation to the email address you entered on the Checkout screen. In addition, within three days or less of full payment, Etihad Holidays sends an e-travel document to the email address you provided. The e-travel document can include confirmation numbers for hotel reservations and car rentals, destination information, dining options, contact information, and Etihad Holidays' policies. If you require another e-travel document due to lost email or email address change, please contact Etihad Holidays Customer Care Centre (0345 600 8118) or your preferred travel professional.
How do I retrieve my confirmed reservation?
The web site stores any existing and/or cancelled reservations. You can use the Customer Service screen to access and review your reservations. Since your reservations are private, you must log in to access them.
Follow the steps below to access your reservations.
- Click Contact US in the top menu bar on the home page. Click the ‘Sign In’ option and enter your details
- Click Retrieve under Look Up a Reservation on the Customer Service screen. The Look Up Your Reservation screen opens.
- Type the reservation number in the Reservation Number field, and click Display Reservation. You must first log into the web site before you can access a reservation. If you previously logged into the web site, the Retrieval screen opens.
If you did not log into the web site, the My Etihad Club screen appears. Complete the login fields in the upper, left portion of the screen. After you log into the web site, the Retrieval screen opens.
If you called the Etihad Holidays' Customer Care Centre to make a reservation, the reservation agent created a login for you: your email address and a password. The reservation agent should share the login information with you before completing the reservation.
Select Reservations in the drop-down menu. The web site displays a list of your existing and cancelled reservations.
Click Go next to the reservation or itinerary you want to access. The Reservation Confirmation screen opens.
What forms of personal identification do I need when I depart?
When you travel, you are required to provide identification to verify your identity as well as that of any of your traveling companions. For domestic travel (inside the U.S.), you need to carry a non-expired government-issued photo ID that matches the name on the reservation.
For international travel, for U.S. citizens, acceptable forms of proof of citizenship include:
- Valid passport (required for all International destinations)
- Certified state-issued (not hospital-issued) birth certificate and a government-issued photo ID
- Certified naturalization certificate and a government-issued photo ID.
Married or divorced women, who travel under any name other than that printed on their documentation, must supply a marriage license and/or divorce decree (a copy is acceptable). In addition, special requirements apply to children traveling with only one parent or without parents. For some international travel, countries may not permit entry without a valid return ticket and/or visa or other documentation. Please contact the local embassy or consulate for travel requirements and more information.
How do I modify my confirmed online reservation?
You cannot modify your confirmed online reservation through Etihad.com. To make changes to the reservation, email Etihad Holidays, contact the Etihad Holidays Customer Care Centre (0345 600 8118), or contact your preferred travel professional.
Can I add passengers to a confirmed reservation?
You cannot add passengers to a confirmed reservation online. Please contact the Etihad Holidays' Customer Care Centre (0345 600 8118) or your preferred travel professional to assist you in changing your reservation and the conditions of the purchase.
How do I request a refund?
Contact the Etihad Holidays' Customer Care Centre (0345 600 8118) to cancel your reservation and request a refund.
For refund inquiries please use the contact information below:
Attention: Customer Services
How do I cancel my online reservation?
Contact the Etihad Holidays' Customer Care Centre (0345 600 8118) to cancel your reservation and request a refund based on the Terms and Conditions of the holiday package. The Customer Care Centre is available to assist you 24 hours a day.
Important! Click Terms & Conditions at the bottom of any screen to review Etihad Holidays' cancellation policies and penalties before you call to cancel a reservation.
Where can I find information regarding cancellation penalties?
You can click Terms & Conditions at the bottom of each screen or click on the Terms & Conditions on the Checkout screen to review Etihad Holidays' cancellation policies.
How Early Should I Arrive at the Airport?
Recommended airport check in will begin 3 hours prior to departure for international flights.
What can I Bring through Security?
Air travellers may now carry liquids, gels and aerosols in their carry-on bag when going through security checkpoints. All liquids, gels and aerosols must be in 100ml or smaller containers. All liquids, gels and aerosols must be placed in a single, quart-size, zip-top, clear plastic bag. Each traveller can use only one zip-top, clear plastic bag.
Issues, Errors, and Support
I forgot my password. What do I do?
If you forget your password, Etihad Holidays can send you a reminder via email by following the steps below:
- Click Sign In on the top navigation bar.
- Enter your email address and then click on the link to have your password emailed to you.
- Etihad Holidays will email your login information to the email address you entered when you created your profile or confirmed your reservation.
What is a favourite? How do I add this web site to my favourites?
Your browser enables you to save links to web sites you visit most often. These links are known as your favourites. Favourites enable you to click a link instead of typing the web address every time you access a web site. There is an entire menu option dedicated to favourites on most web browsers.
Follow the steps below to add this web site to your favourites.
- Open your internet browser, and type the web site's address in the address field.
- Select Add to Favourites from the Favourites drop-down menu on the top navigation bar. The Add Favourite box opens. Internet Explorer defaults to display the web site's name in the Name field.
- Select the folder where you want to include the web site, and click OK. Your browser adds the link to your favourites list.
My computer uses a pop-up blocker. Will this affect how I use this web site?
A "pop-up blocker" is software your computer uses to disable any advertisements or windows that may appear when you use the Internet. This web site uses some pop-ups to provide additional information and to allow you to email travel itineraries. However, you can still confirm reservations, even if your computer uses a pop-up blocker.
When I try to price or book a holiday online, I receive an error message. What should I do?
If you receive an error message, the system may be busy or if there may be other network communication problems. If you receive an error, attempt the action again in a few minutes or at a time when the system might be less busy.
If you continue to receive an error message after several attempts, you can email Etihad Holidays or call our reservation centre. Please note that the hours of operation for the Etihad Holidays' Reservation Centre are daily 6am–6pm. If sending an email, include as much information as you can, including origin and destination cities, travel dates, number of adult and child (ages 1-17) passengers, hotel preference, the specific error message, and the step in the process where the message appears.
Who do I contact if I need support or personal assistance?
For assistance, email Etihad Holidays, contact the Etihad Holidays Customer Care Centre (0345 600 8118), or contact your preferred travel professional. You can also email us with your booking reference on firstname.lastname@example.org