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Booking Terms and Conditions

These Booking Conditions, together with our privacy policy and where your holiday is booked via our website, our website terms and conditions of use, together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with Etihad Tourism LLC t/a Etihad Holidays of New Airport Road, Khalifa City, PO Box 35566, Abu Dhabi. United Arab Emirates (“Etihad”, “we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.  

By making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:

  1. He/she has read these terms and conditions and  has the authority to and does agree to be bound by them;
  2. He/she consents to our use of information in accordance with our Privacy Policy;
  3. He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
  4.  he/she accepts financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

Please Note: our obligations to you will vary depending upon whether we act as a package organiser in the sale of a package holiday or as a Principal in the sale of single-element bookings (such as accommodation only bookings); our differing obligations are set out below, in four separate sections: Section A contains the conditions which will apply to all bookings. Section B contains the conditions which will apply when you make a booking with us where we act as the package organiser. Section C contains the conditions which will apply where you make a single-element (i.e. accommodation only) booking with us, where we are acting as Principal. Section D then sets out ‘Important Information’ relating to your booking, which you should read carefully (in conjunction with the remainder of the Booking Conditions) before you book.

SECTION A – APPLICABLE TO ALL BOOKINGS

Booking and Paying for your Arrangements
A booking is made with us when you a) tell us that you would like to accept our written or verbal quotation; b) pay us a deposit (or full payment if you are booking within 60 days days of departure); and c) we issue you with a booking confirmation. We reserve the right to return your deposit and decline to issue a confirmation at our absolute discretion. A binding contract will come into existence between you and us as soon as we have issued you with a booking confirmation that will confirm the details of your booking.

If your confirmed arrangements include a flight, we will issue you with an ATOL Certificate and a confirmation. Upon receipt, if you believe that any details on the ATOL Certificate or confirmation or any other document are wrong you must advise us immediately as changes can not be made later and it may harm your rights if we are not notified of any inaccuracies in any document within ten days of our sending it out (five days for tickets). 

The balance of the cost of your arrangements is due not less than 60 days prior to your scheduled departure. If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in these Booking Conditions will become payable. 

Please note, in certain circumstances some airlines or fare types require tickets to be issued at the time of booking, in which case the deposit will be at least the full cost of the ticket which is non-refundable. Some hoteliers also require full payment of accommodation costs at the time of booking and it may not be possible to amend or cancel these arrangements after they have been confirmed.
Etihad reserve the right to re-invoice your reservation should any error or omission be made in computing the total cost of all components/ travel arrangements required.

Accuracy
We endeavour to ensure that all the information and prices on our website are accurate, however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. We do check the information regularly and we will endeavour to tell you of any known changes or errors when you book. If you already have a booking we will advise you of any significant changes as soon as we can. Special offers may be limited, and subject to availability, and in some cases restrictions or conditions of eligibility may apply. As we do not control the supply of special/free offers they can be withdrawn at any time, so please ask for verification of an advertised offer at the time of booking.

Insurance
Adequate travel insurance is a condition of your contract with us. You must be satisfied that your insurance fully covers all your personal requirements including cancellation charges, medical expenses and repatriation in the event of accident or illness. If you choose to travel without adequate insurance cover, we will not be liable for any losses howsoever arising, in respect of which insurance cover would otherwise have been available.

Please note that prices do not include travel cancellation insurance or trip interruption insurance.

Jurisdiction and Applicable Law
These Booking Conditions and any agreement to which they apply are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with your contract or booking will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

Cutting your holiday short
If you are forced to return home early, we cannot refund the cost of any services you have not used. If you cut short your holiday and return home early in circumstances where you have no reasonable cause for complaint about the standard of accommodation and services provided, we will not offer you any refund for that part of your holiday not completed, or be liable for any associated costs you may incur. Depending on the circumstances, your travel insurance may offer cover for curtailment and we suggest that any claim is made directly with them.

Force Majeure
In these Booking Conditions, "force majeure" means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control. Except where otherwise expressly stated in these booking conditions, we regret we cannot accept liability or pay any compensation where the performance or prompt performance of our obligations under our agreement with you is prevented or affected by, or you otherwise suffer any damage or loss as a result of force majeure.

Disabilities
We welcome all customers and we endeavour to meet all individual needs. In order to assist you, we must be advised at time of booking of any disability and special requirements and will forward an ABTA disability checklist for you to complete and return to us. Special facilities can be requested but may not be guaranteed. It is vital that forms are completed and returned to us within 28 days of booking or 21 days before departure, whichever is soonest. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details.

Complaints
In the unlikely event that you have any reason to complain or experience any problems with your holiday arrangements whilst away, it is essential to take up the matter locally with our supplier or the hotelier (firstly if appropriate) then our local representative who are on hand to assist, and/or our Helpdesk (see your documentation for contact details). Please note we will not reimburse any mobile phone charges to our helpdesk service office.

Most problems or complaints can be resolved while you are away, however if you remain dissatisfied, you must write to us within 28 days of your return to the UK giving full details of your complaint. You can submit correspondence via Royal Mail or email us at feedback@etihad.ae. We regret we cannot accept liability for any complaints or claims which do not involve death, personal injury or illness, if you fail to notify the complaint or claim in accordance with this clause.

Please note that we offer an Alternative Dispute Resolution service through our ABTA membership. Please see clause 13 for further details.

Your Behaviour
When you book a holiday with us you accept responsibility for the proper conduct of yourself and your party whilst on holiday. If your actions or those of a member of your party cause damage to the accommodation in which you’re staying, or cause delay or diversion to any flight or other means of transportation, you agree to fully indemnify (i.e. compensate or reimburse) Etihad against any claim (including legal costs) made against Etihad by or on behalf of the owners of such accommodation or the operator of such flights or transportation. Most people go on holiday for rest and relaxation, so if in our reasonable opinion or in the opinion of any airline pilot, hotel manager, or other person of authority, your behaviour is causing danger, damage to property or affecting the enjoyment of others, we reserve the right to terminate your holiday. Should this happen we will not be liable for any refund, compensation or any other costs you may have to pay.

Excursions
Excursions or other tours that you may choose to book or pay for whilst you are on holiday are not part of your contracted arrangements with us. For any excursions or other tours that you book, your contract will be with the operator of the excursion or tour and not with us. We are not responsible for the provision of the excursion or tour or for anything that happens during the course of its provision by the operator.

Special Requests
If you have a special request for a facility or service e.g. adjoining rooms or low floor, we shall pass these on to the relevant supplier but we cannot guarantee that it will be met and we shall have no liability to you if it is not. We cannot accept any booking which is conditional upon special requests being met.

Financial Security
We provide financial security for flight inclusive Packages. We do this by way of a bond held in favour of the Civil Aviation Authority, under our Air Travel Organiser’s Licence number 11125. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong. For further information, visit the ATOL website at www.atol.org.uk.  The price of our flight inclusive arrangements includes the amount of £2.50 per person as part of the ATOL Protection Contribution (APC) we pay to the CAA. This charge is included in our advertised prices. Not all holiday or travel services offered and sold by us will be protected by the ATOL Scheme. ATOL protection extends primarily to Customers who book and pay in the United Kingdom.

We, or the suppliers identified on your ATOL Certificate, will provide you with the services listed on the ATOL Certificate (or a suitable alternative). In some cases, where neither we nor the supplier are able to do so for reasons of insolvency, an alternative ATOL holder may provide you with the services you have bought (at no extra cost to you). You agree to accept that in those circumstances the alternative ATOL holder will perform those obligations and you agree to pay any money outstanding to be paid by you under your contract to that alternative ATOL holder. However, you also agree that in some cases it will not be possible to appoint an alternative ATOL holder, in which case you will be entitled to make a claim under the ATOL scheme (or your credit card issuer where applicable).

If we, or the suppliers identified on your ATOL Certificate, are unable to provide the services listed (or a suitable alternative, through an alternative ATOL holder or otherwise) for reasons of insolvency, the Trustees of the Air Travel Trust may make a payment to (or confer a benefit on) you under the ATOL scheme. You agree that in return for such a payment or benefit you assign absolutely to those Trustees any claims which you have or may have arising out of or relating to the non-provision of the services, including any claim against us, the travel agent (or your credit card issuer where applicable). You also agree that any such claims may be re-assigned to another body, if that other body has paid sums you have claimed under the ATOL scheme.

When you buy a package holiday that doesn’t include a flight, protection is provided by way of a bond held by ABTA. For further information please see www.abta.com.

If you book arrangements other than an ATOL protected flight inclusive package from this website, your monies will not be financially protected. Please ask us for further details.

ABTA Membership
We are a Member of ABTA, membership number Y6333. We are obliged to maintain a high standard of service to you by ABTA’s Code of Conduct. We can also offer you ABTA’s scheme for the resolution of disputes which is approved by the Chartered Trading Standards Institute. If we can’t resolve your complaint, go to www.abta.com to use ABTA’s simple procedure. Further information on the Code and ABTA’s assistance in resolving disputes can be found on www.abta.com.

Conditions of Suppliers

Many of the services which make up your holiday are provided by independent suppliers. Those suppliers provide these services in accordance with their own terms and conditions which will form part of your contract with us. Some of these terms and conditions may limit or exclude the supplier's liability to you, usually in accordance with applicable International Conventions. Copies of the relevant parts of these terms and conditions are available on request from ourselves or the supplier concerned

Passport, Visa and Immigration Requirements and Health Formalities
It is your responsibility to check and fulfill the passport, visa, health and immigration requirements applicable to your itinerary. We can only provide general information about this. You must check requirements for your own specific circumstances with the relevant Embassies and/or Consulates and your own doctor as applicable. Requirements do change and you must check the up to date position in good time before departure.

Most countries now require passports to be valid for at least 6 months after your return date. If your passport is in its final year, you should check with the Embassy of the country you are visiting. For further information contact the Passport Office on 0870 5210410 or visit www.passport.gov.uk.

Up to date travel advice can be obtained from the Foreign and Commonwealth Office, visit www.fco.gov.uk.

Non British passport holders, including other EU nationals, should obtain up to date advice on passport and visa requirements from the Embassy, High Commission or Consulate of your destination or country(ies) through which you are travelling.

We do not accept any responsibility if you cannot travel, or incur any other loss because you have not complied with any passport, visa, immigration requirements or health formalities. You agree to reimburse us in relation to any fines or other losses which we incur as a result of your failure to comply with any passport, visa, immigration requirements or health formalities.

Electronic Confirmation Invoices & Electronic Travel Documents
Confirmation Invoices and E Travel Documents will be sent electronically using the email address supplied at the time of booking. We will assume that your email address is correct, please notify us immediately if there are any changes. E Confirmations are issued when all components of your booking are confirmed and you will also receive detailed E Travel Documents approximately 21 days before your date of travel. Electronic Confirmations and E Travel Documents may be sent from a different email address therefore you must check your email account (including your spam filters). If you do not receive your Confirmation or E Travel Documents, please call our Customer Support team on 0345 600 8118.

SECTION B: PACKAGE HOLIDAY BOOKINGS

This section only applies to Package Holidays booked with us as Organiser. Please read this section in conjunction with Section A of these Booking Conditions.

Definition of a Package
A “Package Holiday” exists if you book a pre-arranged combination of at least two of the following components when sold or offered for sale at an inclusive price and when the service covers a period of more than twenty-four hours or includes overnight accommodation: (a) transport; (b) accommodation; (c) other tourist services not ancillary to transport or accommodation and accounting for a significant proportion of the package. Where you have booked a Package Holiday with us, we will accept responsibility for it in accordance with these Booking Conditions as an “Organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992.

Pricing
We reserve the right to amend the price of unsold package holidays at any time and correct errors in the prices of confirmed holidays.

The price of your confirmed holiday is subject at all times to variations in:

  • transportation costs, including the cost of fuel; or
  • dues, taxes or fees chargeable for services such as landing taxes or embarkation or disembarkation fees at ports and airports; or
  • the exchange rates used to calculate your arrangements.

Such variations could include but are not limited to airline cost changes which are part of our contracts with airlines (and their agents), cruise ship operators and any other transport providers.

We will absorb and you will not be charged for any increase equivalent to 2% of the price of your travel arrangements, which excludes insurance premiums and any amendment charges and/or additional services or travel arrangements. You will be charged for the amount over and above that, plus an administration charge of £1.00 per person together with an amount to cover agents’ commission. If this means that you have to pay an increase of more than 10% of the price of your confirmed  travel arrangements (excluding any insurance premiums, amendment charges and/or additional services or travel arrangements), you will have the option of accepting a change to another holiday if we are able to offer one (if this is of equivalent or higher quality you will not have to pay more but if it is of lower quality you will be refunded the difference in price), or cancelling and receiving a full refund of all monies paid to us, except for any insurance premiums and any amendment charges and/or additional services or travel arrangements. Should you decide to cancel for this reason, you must exercise your right to do so within 14 days from the issue date printed on your final invoice. We will consider an appropriate refund of insurance premiums paid if you can show that you are unable to transfer or reuse your policy.

Should the price of your holiday go down due to the changes mentioned above, by more than 2% of your confirmed holiday cost, then any refund due will be paid to you. However, please note that travel arrangements are not always purchased in local currency and some apparent changes have no impact on the price of your travel due to contractual and other protection in place.

There will be no change made to the price of your confirmed holiday within 30 days of your departure nor will refunds be paid during this period.

The price of your travel arrangements was calculated using the rate of exchange applicable to the purchase of foreign currency which is used to pay for these supplies. For arrangements which are not Packages, we reserve the right to pass on any cost increases to you in full.

Changes by You
If you wish to change any part of your Package after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. We cannot guarantee that such requests will be met. Where we can meet requests, an amendment fee of £50 per person, per amendment, will be payable along with any additional costs imposed by any of our suppliers, including airlines. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable.  

If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements) providing we are notified not less than 28 days  before departure and you pay an amendment fee of £50 per person transferring, meet all costs and charges incurred by us and/or incurred or imposed by any of our suppliers and the transferee agrees to these booking conditions and all other terms of the contract between us.  If you are unable to find a replacement, cancellation charges as set out will apply in order to cover our estimated costs. Otherwise, no refunds will be given for passengers not travelling or for unused services.

Please Note: Certain arrangements may not be amended or cancelled after they have been confirmed regardless of the notice period given to us. In some cases it may not be possible to offer any refunds for air tickets, hotel accommodation, tours, excursions or attraction tickets which could incur a cancellation charge of up to 100% of that part of the arrangements when cancelled at any time after booking.

Cancellation by You
If you or any other member of your party decides to cancel your confirmed package holiday booking you must notify us in writing. Your notice of cancellation will take effect when it is received by us, from your party leader. As we incur costs from the time we confirm your booking, we reserve the right to pass on these charges and the cancellation charges in the scale below will apply to the other elements of your booking (e.g. any extras, such as transfers, optional tours and car rental). The percentage cancellation charge detailed is calculated on the basis of the total cost payable by the person(s) cancelling excluding amendment charges. Amendment charges are not refundable in the event of the person(s) to whom they apply cancelling.

For all Etihad Holidays Packages to Maldives, Seychelles and Mauritius as well as Specialist Holidays to any destination involving the Abu Dhabi Grand Prix, Cruises, Safaris, Extended Touring & Self Drive itineraries the following charges will apply:


Period before departure within which notification of cancellation is received by us

Cancellation charge per person cancelling

71 days and over

Deposit Only

70–61 days

25%

60-31 days

50%

30–21 days

75%

Within 21 days

100%

For any other Etihad Holidays package the following charges will apply:


Period before departure within which notification of cancellation is received by us

Cancellation charge per person cancelling

71 days and over

Deposit Only

70–61 days

25%

60-31 days

50%

30–3 days

75%

Within 2 days

100%

Please Note: Certain arrangements may not be amended after they have been confirmed and any alteration or cancellation could incur a cancellation charge of up to 100% of that part of the arrangements in addition to the charge above.

It is not possible to make refunds after departure from the UK for any services not used or partially unused. In certain cases the price of your holiday is calculated by reference to the number of occupants of a room. If one of these occupants cancels, not only will there be a cancellation charge, but also the remaining members of your party may have to pay an additional sum. Any name changes will be regarded as a cancellation and rebooking.

If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges.

Changes and Cancellation by Us
As we plan your holiday arrangements many months in advance we may occasionally have to make changes or cancel your booking and we may occasionally have to make changes or cancel your booking and we reserve the right to do so at any time.

Changes: Most alterations will be minor and while we will do our best to notify you of any changes as soon as reasonably possible if there is time before your departure, we will have no other liability to you. Examples of “minor changes” include the following when made before departure:

  • Any change in the advertised identity of the carrier(s), flight timings, and/or aircraft type.
  • A change of outward departure time or overall length of your holiday of twelve hours or less.
  • A change of accommodation to another of the same standard or classification.

Occasionally we may have to make a major change to your Package. Examples of “major changes” include the following, when made before departure:

  • A change of accommodation area for the whole or a significant part of your time away.
  • A change of accommodation to that of a lower standard or classification for the whole or a significant part of your time away.
  • A change of outward departure time or overall length of your arrangements of twelve or more hours.
  • A change of UK departure airport, as long as that change is not from one London airport to another London airport. London airports are Heathrow, Gatwick, Stansted, Luton and London City.
  • A significant change to your itinerary, missing out one or more destination entirely.

Cancellation: We will not cancel your travel arrangements less than 70 days before your departure date, except for reasons of force majeureor failure by you to pay the final balance. We may cancel your holiday before this date if, e.g., the minimum number of clients required for a particular travel arrangement is not reached.

If we have to make a major change or cancel, we will tell you as soon as possible and if there is time to do so before departure, we will offer you the choice of the following options:

  • accepting the changed arrangements or
  • purchasing alternative arrangements from us, of a similar standard to those originally booked if available (if the chosen alternative is less expensive than your original one, we will refund the difference but if it is more expensive, we will ask you to pay the difference) or
  • cancelling or accepting the cancellation in which case you will receive a full refund of all monies you have paid to us.

You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements.

Compensation: If we have to make a major change or cancel less than 70 days before departure, subject to the exceptions below, we will pay you the following compensation. The compensation that we offer does not exclude you from claiming more if you are entitled to do so.

Period before departure a significant change or cancellation is notified to you

Compensation per person (excluding infants)

71 days or over

Nil

70-57 days

£10

56-29 days

£20

28–15 days

£30

14–0 days

£40

Please Note: We will not pay you compensation in the following circumstances:

  • where we make a minor change;
  • where we make a major change or cancel your arrangements more than [60 days] before departure;
  • where we have to cancel your arrangements as a result of your failure to make full payment on time;
  • where the change or cancellation by us arises out of alterations to the confirmed booking requested by you;
  • where we are forced to cancel or change your arrangements due to Force Majeure (see clause 6).

If we become unable to provide a significant proportion of the services that you have booked with us after you have departed, we will make alternative arrangements for you at no extra charge and, if appropriate in all the circumstances, will pay you reasonable compensation.

Our Responsibilities to You in respect of Package Holidays
(1) We will accept responsibility for the arrangements we agree to provide or arrange for you as an “organiser” under the Package Travel, Package Holidays and Package Tours Regulations 1992 as set out below. Subject to these booking conditions, if we or our suppliers negligently perform or arrange the services which we are obliged to provide for you under our contract with you, as set out on your confirmation invoice, we will pay you reasonable compensation. The level of such compensation will be calculated taking into consideration all relevant factors such as but not limited to: following the complaints procedure as described in these conditions and the extent to which ours or our employees’ or suppliers’ negligence affected the overall enjoyment of your holiday.  Please note that it is your responsibility to show that we or our supplier(s) have been negligent if you wish to make a claim against us.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

  1. the act(s) and/or omission(s) of the person(s) affected;
  2. the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  3. unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  4. an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled. 

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

(a) loss of and/or damage to any luggage or personal possessions and money,
The maximum amount we will have to pay you in respect of these claims is an amount equivalent to the excess on your insurance policy which applies to this type of loss per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury, illness or death
The maximum amount we will have to pay you in respect of these claims is twice the price paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you or your party has not received any benefit at all from your booking.

(c) Claims in respect of international travel by air, sea and rail, or any stay in a hotel
i) The extent of our liability will in all cases be limited as if we were carriers under the appropriate Conventions, which include The Warsaw/Montreal Convention (international travel by air); The Athens Convention (with respect to sea travel); The Berne/Cotif Convention (with respect to rail travel) and The Paris Convention (with respect to hotel arrangements). You can ask for copies of these Conventions from our offices. Please contact us. In addition, you agree that the operating carrier or transport company's own 'Conditions of Carriage' will apply to you on that journey. When arranging transportation for you, we rely on the terms and conditions contained within these international conventions and those 'Conditions of Carriage'. You acknowledge that all of the terms and conditions contained in those 'Conditions of Carriage' form part of your contract with us, as well as with the transport company and that those 'Conditions of Carriage' shall be deemed to be included by reference into this contract.

ii) In any circumstances in which a carrier is liable to you by virtue of the Denied Boarding Regulation 2004, any liability we may have to you under our contract with you, arising out of the same facts, is limited to the remedies provided under the Regulation as if (for this purpose only) we were a carrier.

iii) When making any payment, we are entitled to deduct any money which you have received or are entitled to receive from the transport provider or hotelier for the complaint or claim in question.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For exampleany excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you. 

(8) In rare cases errors may occur when inputting prices into our reservations system or when printing our brochure. We regret that any contract entered into on the basis of an erroneous price will be void. Accordingly, you cannot seek to rely on an erroneous price when booking a holiday. In the unlikely event of a booking being made following a systems error we will advise you as soon as possible and offer you the choice of either a cancellation with a full refund or continuing with your arrangements upon payment of the difference in price applicable.

(9) The carriage of passengers and their baggage by air will be subject to the Conditions of Carriage of the carrier concerned.

Delays, Missed Transport Arrangements and other Travel Information
The Package Travel Regulations provide that in the event that you experience difficulty on the occurrence of circumstances described in clauses 22 (2) (a) (b) (c) or (d) of these booking conditions, we will provide you with prompt assistance. Where you experience a delay which is not owing to any failure by us, our employees or sub-contractors, this prompt assistance is likely to extend to providing help in locating refreshments, accommodation and communications but not paying for them. Any airline or other transport supplier may however pay for or provide refreshments and/or appropriate accommodation and you should make a claim directly to them. Subject to the other terms of these conditions, we will not be liable for any costs, fees or charges you incur in the above circumstances, if you fail to obtain our prior authorisation before making your own travel arrangements.

We cannot accept liability for any delay which is due to any of the reasons set out in clause 9 of these booking conditions (which includes the behaviour ofany passenger(s) on any flight who, for example, fails to check in or board on time). 

Please note the existence of a “Community list” (available for inspection at http://ec.europa.eu/transport/air-ban/list_en.htm) detailing air carriers that are subject to an operating ban with the EU Community.

This website is our responsibility, as your tour operator. It is not issued on behalf of, and does not commit the airlines mentioned herein or any airline whose services are used in the course of your travel arrangements.

Infants
Infants under the age of 2 years on the date of outbound travel pay a reduced cost (on Economy flights) as long as they sit on an adult’s lap. Please note infants DO NOT have a separate baggage allowance. Any charge for the cot in the hotel room and for food has to be paid by the guest directly to the hotel. Cots cannot be guaranteed. We are unable to process requests for infant carry cots and infant seats which attach to the carry cot position. These infant facilities are never guaranteed and must always be booked direct with Etihad Airways on 0345 608 1225

SECTION C – SINGLE ELEMENT BOOKINGS

This section applies to all single element bookings (i.e. accommodation only bookings) where your contract is with us. Please read this section in conjunction with Section A of these Booking Conditions.

Changes Made by You
If you wish to change any part of your booking arrangements after our confirmation invoice has been issued, you must inform us in writing as soon as possible. This should be done by the first named person on the booking. Whilst we will do our best to assist, we cannot guarantee that we will be able to meet your requested change. Where we can meet a request, all changes will be subject to payment of an administration fee of £50 per person per change as well as  any applicable rate changes or extra costs incurred as well as any costs incurred by ourselves and any costs or charges incurred or imposed by any of our suppliers. You should be aware that these costs could increase the closer to the departure date that changes are made and you should contact us as soon as possible. Where we are unable to assist you and you do not wish to proceed with the original booking we will treat this as a cancellation by you. A cancellation fee may be payable (see below).

Please note: Certain arrangements may not be amended, even to change a name, after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

If You Cancel Your Booking
If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use recorded delivery. Cancellation charges for the arrangements will be as follows:

Period before departure a significant change or cancellation is notified to you

Compensation per person (excluding infants)

71 days or over

Nil

70-57 days

£10

56-29 days

£20

28–15 days

£30

14–0 days

£40

If We Change or Cancel Your Booking
We may in exceptional circumstances be required to cancel your booking in which case a full refund of all monies paid will be made to you. We regret we cannot meet any expenses or losses that you may incur as a result of change or cancellation.

Very rarely, we may be forced by "force majeure" to change or terminate all or some of your arrangements after departure. If this situation does occur, we regret we will be unable to make any refunds, pay you compensation or meet any costs or expenses you incur as a result.

Our Responsibilities 
(1) Subject to the remainder of this clause, we have a duty to select the suppliers of the services making up your booking with us with reasonable skill and care. We have no liability to you for the actual provision of the services, except in cases where it is proved that we have breached that duty and damage to you has been caused. Therefore, providing we have selected the suppliers/subcontractors with reasonable skill and care, we will have no liability to you for anything that happens during the service in question or any acts or omissions of the supplier, its employees or agents.

(2) We will not be responsible or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:-

  • the act(s) and/or omission(s) of the person(s) affected; or
  • the act(s) and/or omission(s) of a third party unconnected with the provision of the services contracted for and which were unforeseeable or unavoidable; or
  • unusual or unforeseeable circumstances beyond ours or our supplier(s) control, the consequences of which could not have been avoided even if all due care had been exercised; or
  • an event which either ourselves or suppliers could not, even with all due care, have foreseen or forestalled.

(3) We limit the amount of compensation we may have to pay you if we are found liable under this clause:

(a) loss of and/or damage to any luggage or personal possessions and money,

The maximum amount we will have to pay you in respect of these claims is £25 per person in total because you are assumed to have adequate insurance in place to cover any losses of this kind.

(b) Claims not falling under (a) above and which don’t involve injury, illness or death

The maximum amount we will have to pay you in respect of these claims is twice the price paid by you in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your booking.

(4) It is a condition of our acceptance of liability under this clause that you notify any claim to ourselves and our supplier(s) strictly in accordance with the complaints procedure set out in these conditions.

(5) Where any payment is made, the person(s) receiving it (and their parent or guardian if under 18 years) must also assign to ourselves or our insurers any rights they may have to pursue any third party and must provide ourselves and our insurers with all assistance we may reasonably require.

(6) Please note, we cannot accept any liability for any damage, loss or expense or other sum(s) of any description: (a) which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or (b) relate to any business.

(7) We will not accept responsibility for services or facilities which do not form part of our agreement or where they are not advertised in our brochure. For example any excursion you book whilst away, or any service or facility which your hotel or any other supplier agrees to provide for you.

SECTION D – Before You Travel - Important Information

Assistance
If you experience any problems with your holiday arrangements whilst away, please contact your hotelier/supplier to resolve the issue locally or contact our Helpdesk (see your documentation for contact details). Please note we will not reimburse any call charges to our helpdesk service which have been made from a mobile telephone.

Car Rental Requirements
Drivers must be at least 21 years of age and in possession of valid ID and a full clean valid drivers licence (not an International Driving Permit or Provisional Licences) and a major credit card. Drivers 21-24 years of age will be surcharged directly by the car rental company. Drivers over 75 years must seek specific confirmation of conditions before booking to avoid rental refusal when collecting the rental car. Unless pre-purchased, car rental does not include CDW/EP insurance, petrol, taxes etc., which are payable directly to car rental company. Each day’s rental is based on a 24-hour period, with additional hours subject to surcharge.

Car Rental Upgrades
Vehicle upgrades arranged locally at rental stations will be charged at a daily rate, which may be considerably higher than the Etihad upgrade fees offered at the time of booking. Any local fees will be printed on the Rental Agreement, which you should check carefully before leaving the depot. Etihad will not be liable for any additional costs incurred as a result of your decision to upgrade or purchase optional extras locally.

Credit Card Payment
We accept payment by credit card; however credit card charges do apply. Payments via debit card do not incur charges. We cannot accept a credit card payment provided by a 3rd party who is not a named passenger on the booking. If multiple parties are travelling on one reservation, and the payment is being split between those parties the name and billing address for each card holder is required.

Currency & Credit Cards
Credit cards now work in most destinations but check with your bank to ensure your choice of card will be accepted when you are on holiday. We recommend you carry some cash and at least one credit card, as you will be asked for an imprint of your card upon arrival at any hotel.

Data Protection Statement
Please be assured that we have measures in place to protect the personal booking information held by us. This information will be passed on to the principal and to the relevant suppliers of your travel arrangements. The information may also be provided to public authorities such as customs or immigration if required by them, or as required by law. Certain information may be passed to security or credit checking companies. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in the UK. We will only pass your information on to persons responsible for your travel plans. This applies to any sensitive information that you give to us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to process your booking. In making this booking, you consent to this information being passed on to the relevant persons).

Flight Check-in Times
Given the increase in pre-flight security screening the check-in time for all flights commences 3 hours prior to departure. As the scheduled departure may be brought forward for operational reasons we recommend you check your departure time on www.etihad.com or by contacting the airline directly, 24 hours before departure. Recommended check-in time for domestic and regional flights is 2 hours before the scheduled departure times. Etihad Airways offers online check-in via their website www.etihad.com

Flight Delays and Cancellations
Etihad will not accept liability, or pay compensation for (or as a consequence of) long haul / domestic flight delays. The airline will assist by allocating you seats on the next available flight and where appropriate provide overnight accommodation. For travel delay compensation please refer to your travel insurance policy.

Under EU Law, you do have rights in certain circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights. Full details of these rights will be published at EU airports and will also be available from airlines. Reimbursement in such cases is the responsibility of the airline and will not entitle you to a refund of your holiday price from us. Your rights to a refund and/or compensation from us are set out above. If the airline does not comply with these rules you should contact the Civil Aviation Authority on 0207 453 6350 www.caa.co.uk

Flights Delays & Cancellations (Non European Union Carriers)
Etihad Airways are a Non EU Carrier and passengers who are travelling with a Non EU carrier departing from a Non EU airport are not covered by the EC Regulation 261/2004: Denied Boarding, Cancellation & Delay. We strongly recommend that passengers should ensure that their travel insurance provides adequate cover and does not exclude expenses incurred as a consequence of flight cancellation and lengthy delays, including any living costs which may arise due to force majeure situations, particularly those caused by extreme weather conditions.

Flight Luggage Allowance & Additional Baggage Charges
The luggage allowance on intercontinental services varies from airline to airline and cabin class with regards to weight and size. In addition, the vast majority of airlines now permit only one piece of checked baggage free of charge and extra baggage will be accepted on payment of the appropriate charge to the Airline either before or at the time of travel. Some Airlines will charge for all luggage on flights booked as a published fare and also on some Domestic flights. Please carefully check the Airlines website regarding the applicable baggage charges, allowances and restrictions before you travel, as fees are payable at the time of check-in, and they are subject to change.

Flight Meal Requests & In Flight Catering
The majority of airlines require at least 48 hours notice for any special meal requests, including children’s and vegetarian meals. We strongly recommend that you contact the airline direct, however, such requests cannot be guaranteed. Complimentary in-flight catering and non-alcoholic beverages are usually provided on transatlantic flights only. The knife and fork symbol on the airline documents is purely an indication that food will be available, it does not signify that a complimentary meal service will be offered.

Flight Reconfirmation
Unavoidable last minute changes to scheduled flight times can occur at any time (even after the documents have been issued). It is recommended that you reconfirm every flight with the relevant airline 24 hours prior to departure.

Flight Seat Requests
We are unable to guarantee any seat requests for specific seating arrangements and it may not be possible to obtain seats together. If you have a specific seating requirement or wish to be seated together you must contact Etihad Airways directly on 0345 608 1225. All flights are non-smoking. We cannot accept any booking that is conditional upon special requests or seat allocation requests being met. Etihad Airways offer online check-in via the website.

Flights - Scheduled and Charter Airlines & Codeshare Partners
Air transportation is by scheduled service of IATA member airlines. All details are correct at time of going to press and are liable to change at any time. Our confirmation invoice will detail the airline operator, origin/destination airports and provisional timings of reserved flights. Information on aircraft type, flight routings and timings of designated flights provided at time of booking is subject to change. Changes to the schedule or flight time will be advised on your final E Travel Documents but it is possible that further changes can occur. It is recommended that you reconfirm every flight with the relevant airline 24 hours prior to departure. Airlines reserve the right to substitute alternative aircraft and/ or airlines at any time. Scheduled flight timings, and days of operation are subject to change. We will advise you of any significant change as soon as we are informed by the airline.

Any change in the identity of the carrier(s), flight timings, and/or aircraft type will not entitle you to cancel or change to other arrangements without paying our normal charges.

Please be aware that some promotional fares and published fares of schedule airlines, require full payment at the time of booking and are non-refundable, this may increase the deposit required to confirm your booking. It is essential that at the time of booking passengers names are an exact match with names as they appear in passports.

It is common practice for scheduled airlines to use a code-share-system which may include you flying with a partner airline. Where this situation occurs, it is not classified as a major change.

Health & Travel Advice
When travelling in the Far East & Middle East inoculations will generally be recommended dependent on the destination. Health facilities, hygiene and disease risk vary and do remember that many places in the Far East & Middle East can be regarded as “Third World”. You should take health advice about your specific needs and ensure that vaccinations and/or preventative medication such as malaria tablets are taken as per the recommended timescale to be fully effective before you arrive at your destination. For the latest information please check with your GP, consult the NHS “Advice on Health for Travellers” or visit www.doh.gov.uk. Further information is available from the National Travel Health Network and Centre www.nathnac.org for government advice on your destination see www.fco.gov.uk/travel or www.abta.com.

Further, if you participate in any activity (including any sports, water sports or winter sports) whilst on Holiday such participation is at your own risk and it is your own responsibility to obtain the relevant insurance. For your own interest we strongly recommend that you arrange cover with a comprehensive holiday insurance policy to travel on any of our Holidays.

Honeymoon and Anniversary Offers
Honeymoon and Anniversary offers which appear within the hotel description are provided on a goodwill basis by the hotelier and may be changed or withdrawn; some offers are also subject to local availability. If you are celebrating a honeymoon or anniversary and meet the conditions of the offer do ensure that this is registered at the time of booking. You will be expected to provide official verification so you should travel with your Marriage Certificate.

Hotel Accommodation
Hotel prices are generally based on 2 adults sharing a room. Child or 3rd/4th adult prices may be based on the existing bedding in the hotel room. While some double rooms in the hotels have two double beds, this is not always the case and, depending on the size of the hotel rooms, some may only have one double bed or two single beds. Please note most rooms DO NOT provide three single beds. A cot or rollaway bed will usually incur an extra charge. All accommodation (unless stated otherwise) is based on the category stated which may be located in any part of the hotel. In general, rooms are available by 3pm on the day of your arrival and should be vacated by 11am on your departure. In most hotels, the minimum check-in age is 18 years. Many hotels are keen to encourage a healthy environment and it is common for properties to adopt an entirely smoke free policy.

Hotels (All Inclusive)
Hotels often place restrictions on restaurants and meal arrangements. All inclusive does not necessarily mean that unlimited food and beverages are available 24 hours a day. Not all bars and restaurants operate on an All Inclusive basis. Cash bars may operate once All Inclusive bars close. Individual hotels operate different policies and full details will be provided locally. You may have to wear a wristband or carry ID to qualify for the full range of benefits. If you wristband/ID is lost, the hotel may charge for a replacement.

Hotel Building and Development Work
Many cities and hotels change and develop constantly. We have no control over building work, but we will do our best to tell you about any specific work going on at your accommodation, if there is time before you go on holiday. We are reliant upon information received from the hotels and the details provided by them. Please do bear in mind, however, that it is extremely difficult to foresee the extent, nature and effect of any such activity at a particular time.

Hotel Ratings
Hotel categories and ratings are taken from our own rating system, rather than any official categorisation, so you can see at a glance, the relative standard of each property.

Hotel Resort Fees and Hotel Charges
Many hotels apply resort fees to cover items such as local newspapers, room safe, use of the gym etc. Resort fees are paid locally and are also subject to increase or change at any time. When checking out of your hotel check your bill and raise any queries with the Front Desk staff before your departure. Most hotels take an imprint of your card on arrival so you can charge items, such as room service, mini bar, and restaurant incidentals and telephone calls etc. to your room bill. It is a standard requirement for a hotel to get a pre-approved credit limit authorisation for a reasonable sum based upon your length of stay and standard of hotel. Although the hotel will not make charges to your credit card until you check out, the pre-authorisation may reduce the available spending limit on your card. You may wish to temporarily increase your card limit before leaving the UK.

Marriages and Renewal of Vows
Whilst resorts welcome all guests local laws may prohibit same sex marriages and/or renewal of vows.

Middle East - The Culture & Local Traditions
The UAE and Oman are a melting pot of cultures and tradition is highly important therefore you will find it stricter when it comes to dress code and social conduct in public. It is advisable for visitors to adopt a modest dress code in public places. Shorts, mini skirts and skimpy clothing in general should be avoided in public places such as shopping malls, restaurants or around the city. As in all Muslim countries public displays of affection such as kissing are not appropriate at any time. This form of greeting and intimate behaviour in public places is deemed disrespectful and may be subject to legal actions. Careful consideration should be shown when taking photographs in public areas. Permission should be sought while photographing malls, government and private premises, military camps and also when taking photographs of anybody who is not known to you.

Ramadan
The Muslim holy month of Ramadan lasts for approximately 30 days, and the timing changes every year because it is dependent upon the sighting of the moon, and we advise you to check for specific dates. During Ramadan, it is forbidden to eat, drink or smoke in public places (which include hotels) between sunrise and sunset and live entertainment, loud music and dancing is not permitted. Hotels do usually provide a private area where non-Muslims can eat during the day. Alcohol is generally available in hotels after sunset. After sunset Ramadan tents spring up serving traditional food and drink while the town centres bustle with life until late at night, as people go out to coffee shops, souks and malls to meet family and friends.

Passports, Visas/ Proof of Citizenship
It is the passengers` responsibility to be in possession of a valid machine readable passport and/or visa if required. This applies to children and babies. Your passport must be valid for six months beyond the duration of your stay, and visas may be required. Requirements may change and you must check the up to date position in good time before departure. We regret we cannot accept any liability if you are refused entry onto any transport or into any country due to failure on your part to carry correct documentation. If failure to have any necessary travel or other documents results in fines, surcharges or other financial penalty being imposed on us, you will be responsible for reimbursing us accordingly. These guidelines apply only to holders of UK Passports. Travellers who do not hold a UK Passport should check the passport and visa requirements with the relevant overseas Embassy, ensuring they allow adequate time to complete formalities before the date of departure.

Seasonal Changes & Public/National Holidays
Some destinations may experience certain times of the year when their resorts have lower occupancy levels. There are also Public, National holidays and local festivities when services may be disrupted. Should a feature be considered by you to be crucial to your holiday enjoyment it is essential you declare your specific interest/requirement at the time of booking to enable us to verify, and confirm in writing, the availability of such a desired feature. We are unable to provide all details of National or Public holidays or any local festivities which may take place during your stay. Please contact the relevant tourist office for details.

Transfers
Transfers are not included in the price of your holiday, unless otherwise advised. Airport transfers are available at a supplement and are based on a seat in a shuttle bus. Shuttle services do not usually operate between midnight and 07.00 a.m. Private transfers may also be arranged, additional fees apply. Some private transfers are compulsory and will be included in the hotel costs. Transfers in the Maldives are operated by either speedboat or seaplane and bookings are compulsory as part of the package. Please enquire at time of booking or read the booking information online.

Travel Documents
Confirmation invoice and “E” Travel documents will be sent electronically using the email address supplied at the time of booking. If you do not receive your E- documents, please call our Customer Support team on 0345 600 8118. Documents will not be issued until full payment has been received. In the event that we are asked to reissue travel documents and we agree to do so, an administration charge of £25.00 per person will be payable by you.

Weather
All parts of the world can be prone to erratic changes in weather patterns and many of the destinations featured have a tropical climate where heavy rainfall and strong winds occur. During monsoon season there may be more rain than sunshine. Some parts of the world are occasionally affected by hurricanes, tropical cyclones, bush fires, dust storms and unusual levels of rainfall, and floods. Local tours and services may be affected by the weather. We cannot be held responsible for the weather, but will lend appropriate assistance if required. Should your travel arrangements be affected by weather conditions Etihad will endeavour to assist and offer practical support, however, such occurrences are treated as ‘force majeure’ and we shall not be liable for any changes to your itinerary or arrangements.

Etihad Tourism LLC (t/a Etihad Holidays UK),
Etihad Airways Masdar Centre,
Siemens Building,
B-05, Masdar City 
PO Box 35566,
Abu Dhabi,
United Arab Emirates

Customer Support – 0345 600 8118​

Valid effective 17 February 2016 until further notice

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