Please refer to Dangerous Goods Table available on the Airport Guest Services SharePoint site

Contact details for the Dangerous Goods team:

For Urgent queries Call the DG hotline +971 50 642 3063

For Non-Urgent queries email dangerousgoods@etihad.ae

Kindly access to Etihad Okta for Power Apps application - https://etihad.okta.com/app/UserHome

PETC Acceptance

FireArms Acceptance App

Wheelchair acceptance

Service Recovery Toolkit

EY to EY operated

For guests transferring from EY to EY operated flights on separate PNRs the following shall apply

at the origin airport:

1. Baggage routing edit shall be added to the applicable guest on the origin flight number

2. Guest shall be checked in on the origin flight and checked baggage tag issued to the final destination

3. Manually add the itinerary in Altea to merge the PNRs

4. Check-in the guest on both flights and ensure bags are tagged to the final destination

5. Collect any excess baggage or service related payment as applicable in the case of a check-in error resulting in the checked baggage not being added to the onward flight by the origin airport, any ancillary revenue loss shall be attributed to the originating ground handling agent.

If such an error occurs and is identified during transfer, the transfer airport i.e. AUH airport, shall be responsible for adding the checked baggage to the onward flight. If any payment is required to add the baggage, then the waiver reason ‘TRANSFER’ shall be selected followed by the inbound fault airport code e.g. LHR. The guest shall not be asked to provide payment during transfer.

Guests with nil checked baggage

Guests with separate PNRs with nil checked baggage shall be through checked to their final destination by merging the bookings. A comment must be added in Altea to advise that the guest has been accepted with nil checked bags.

Guests inbound on other airline (OAL)

Guests who arrive at a transfer desk with checked baggage on a separate PNR from a previous flight shall only have their baggage added in Altea if an interline agreement exists. If there is no interline agreement, guests shall be instructed to go to baggage reclaim area to collect their bag and proceed to the departure area to re-check the baggage. If the guest does not hold appropriate travel documentation to do so, they shall be checked-in with nil baggage they should be briefed that their bags will not be loaded and they must communicate with the origin airline, not Etihad, to retrieve theirbags. A OSI remark shall be added in Altea to advise that the guest has been advised to contact the inbound carrier regarding baggage repatriation. The duty supervisor or delegate shall inform the arrival airport that the baggage has not been accepted due to no existing interline agreement. On arrival at the final destination, if the guest requests to raise an AHL at the baggage services desk and the baggage receipt provided does not include the arrival sector, the guest shall be advised to contact the previous carrier.

Exceptions

• Guests with NIL check-in baggage who are holding documented proof of carriage on OAL providing the transit time does not exceed 24 hours
• Two separate PNRs on EY to EY operated flights with a minimum of 60 minutes connection time. The check-in agent shall ensure that the guest and baggage is checked in to the final destination and the onward/inbound edit is added in  Altea
• All confirmed staff travel tickets
• Marine PNRs that contain the SEMN SSR
• The Duty Supervisor or delegate may at their discretion make an exception to the policy due to operational reasons provided an OSI remark is added in the PNR, for example:
• A guest not having a visa for a transit point and can TWOV provided the baggage is through checked
• VVIPs/CVIPs/Groups

Hajj

It is critical each airport is fully engaged with the Hajj procedure to ensure the Hajj guests and their baggage correctly transfers through the HUB and arrive at the Hajj Terminal in JED or MED. 

Note: guests travelling for Hajj are not permitted to travel to the Kingdom of Saudi Arabia via DMM and RUH.

One of the most critical components at the time of reservation is the Hajj visa.

The following process shall be followed:

1. All Pilgrims shall have a Valid Visa and round trip ticket with confirmed return reservation

2. Immigration Cards should be completed in Arabic for Arab Nationals and in English for all remaining guests

3. Ensure name and address tags on all Checked-in baggage

4. All baggage shall have a HAJJ sticker

5. HAJJ baggage shall be loaded separately, attach a HAJJ tag, and advise location and total number of pieces on CPM

6. All Pilgrims to be Through Checked-in

7. Hajj edit to be added in Altea

8. For any concerns regarding the validity or authenticity of a Hajj visa, it may be validated via the Ministry of Foreign Affairs website: https://visa.mofa.gov.sa/visaservices/searchvisa

AUH ONLY - 8 copies of both the system manifest, shall be forwarded on-board the aircraft, in an envelope clearly marked “HAJJ MANIFEST” Manual HAJJ Manifest - To be completed in the event of a system failure

The maximum allowed ZAMZAM Water to be carried as hand luggage is 100ml, carried in a transparent, resalable bag and 5 litres suitably packed as checked baggage. 

The ZAMZAM water may be carried free of charge in addition to the ticketed baggage allowance. Only one ZAMZAM is permitted per guest.

UMRAH

In order to comply with the Saudi Authorities, completion of the check-in process shall be inhibited until the check-in agent confirms whether the guest is an Umrah guest or not.

Check-in:

For all Umrah visa holder guests, Umrah edit shall be added to their Altea record (CPT) including children and infants. This procedure does not apply to GCC Nationals and their accompanying dependents (Housemaid & Driver) under their sponsorship arriving together on the same flight.

Baggage Labelling:

An Umrah tag or sticker shall be attached to all checked baggage pieces belonging to Umrah guests. Umrah tags/stickers shall not be attached to the checked baggage of GCC Nationals and their accompanying dependents (Housemaid & Driver) under their sponsorship arriving together on the same flight.

Falcons are permitted to travel inside the passenger cabin for no additional charge in all classes.

First and Business

• Up to 2 falcons per guest (per seat) are permitted.
• Up to 3 additional falcons can be carried when an extra seat is purchased within the same class of travel.

Economy

• One falcon per guest (per seat) is permitted.
• 2 additional falcons can be carried when an extra seat is purchased within the same class of travel.

Note:

1. Baggage allowance for the extra seat will be shown on the CPR

2. Falcons must be hooded and a chain or rope must be attached to their legs in the passenger cabin or in the vicinity of other passengers in the terminal building

3. Guests must carry their own perches for the birds to be attached to onboard

4. Preferably, a maximum of 15 falcons should be placed within the cabin on scheduled flights

5. During check-in process at AUH airport, dispatch duty manager must be contacted to prepare the seat covers. For outstations, contact your local cleaning provider

6. TIMATIC must be referred to prior to acceptance for customs regulations

7. The applicable SSR must be added for acceptance in cabin (FALC)

8. Falcons shall not be accepted if total journey is more than 17 hours (including transit).

9. Seats must be allocated in the last row of the cabin in the booked class. If guests are travelling as groups they should be seated together.

Falcons in the Hold

All Classes

The charge for each falcon checked in for carriage in the hold shall be USD 500 per cage per one way (including transit). This shall be processed by adding the AVIH service in the guest’s CPR.

Note:

• Carriage of falcons in the cargo hold shall be in accordance with the requirements of GOM Chapter 8.8 (including limitations on certain aircraft types) and the IATA Live Animal Regulations(LARs)
• Falcons shall not be accepted if total journey is more than 17 hours (including transit). 
• The applicable SSR must be added for acceptance in hold (AVIH)

GOVERNMENT TRAVEL PROGRAMME (ADGETP, UAE Government, MOFA), FAZAA, ADNOC, Basma & Homat Al Watan Guest Benefits

Members of the Government Travel Programme (Abu Dhabi Government Employee Travel Programme (ADGETP), UAE Government, Ministry of Foreign Affairs MOFA), FAZAA, ADNOC,

Basma and Homat Al Watan are entitled to additional benefits when flying with Etihad Airways.

Member benefits are listed below:

• Access to the specially marked Economy Class ‘Priority Check-in’ counters at Abu Dhabi International Airport (T1 & T3)
• Excess baggage allowance as specified in GSM 2.4.24.1 (FAZAA and Homat Al Watan excluded)

Note:

• Members shall present their physical membership card, welcome letter or virtual card via the app (whichever is applicable) at the time of booking and check-in to receive the exclusive benefits. The welcome letter is valid for a period of two years from issuance date.
• The ‘Etihad Guest’ card number shall be entered into the system for ADGETP, UAE Government & MOFA card holders.
• The benefits are applicable to the card holder only (excluding staff travel tickets).
• There are no lounge benefits offered with these programmes.
• Basma members will be offered automatic enrollment to Etihad Guest Silver tier upon enrolment and enjoy the same airport benefits as a regular Silver tier member. Guests under the Basma programme must present their EY Guest Silver card or number to avail of airport benefits.

Guests holding existing MOFA, Abu Dhabi Government Employee Card, UAE Government Employee and Homat Al Watan cards will be reissued a ‘new’ Government Travel Programme Card. existing cards can still be accepted. Homat Al watan members must present the new Government Travel Programme Card to be eligible for additional baggage allowance.

Additional Baggage Allowance for Government Travel Programme Cards (ADGETP, UAE Government and MOFA) and ADNOC Ticket type Class Additional Allowance

Eligible guests shall have a UAEG edit/SSR added. If the ADGETP, ADNOC, UAE Government or MOFA guest is also an Etihad Guest member, the guest can avail of the higher of the two additional baggage allowances

Airport and boarding announcements shall be made for all flights, unless restricted to do so by local authorities, such as at silent airports, or where it is not practical due to constraints at the boarding gates.

For General Boarding Announcements:

‘Zonal’ Announcements shall be made for all flights boarded via aerobridge/contact stand, according to the zone table

‘Non Zonal’ Announcements shall be made for all flights boarded via a bussing/remote stand operation.

The current version of the Airport Announcements Guide is available on the Etihad Airports Intranet and ShareFile.

a.      Economy Space

Guests wishing to pre-reserve a seat in Economy Class will be charged a small fee dependent on the route until 30 hours to STD. Guests may pre-reserve a seat online via manage my booking,  mobile app, contact centre or their travel agency. 

Within 30 hours of departure, guests may be assigned any available standard seat free of charge. 

Pre-reserved seat charges are filed in Altea. 

Seats available for reservation in advance include: 

• Standard Seats 
• Economy Space 
• Neighbour Free Seats 

Terms and Conditions

• Standard Seats are available for reservation free of charge to guests travelling on Economy Flex or as a Group fare (Y, B, H, G RBDs) 
• If a guest changes flight voluntarily seat bookings may be transferred to the new flight if space is available 
• Seats are non-refundable for voluntary changes 
• Guests are not eligible for a seat refund if they were upgraded either voluntarily or involuntarily 
• Airport staff will allocate Standard Seats at check-in free of charge 
• Guests checking in via an IATCI carrier will obtain Standard Seats free of charge within the check-in window 
• Business and First pre reserved seating is free of charge 
• Economy Space seating can be purchased via web and mobile app until check-in closure 

Airport Sales

Airport staff shall charge for the following seats unless all other seats have been exhausted:

• Bulkhead Seats (infant policy and guests with disabilities or service dogs excluded)
• Economy Space (A320 16/120 config excluded)

Airports shall honour Economy Space seating discounts for Etihad Guest tier members at the time of check-in. The level of discount to be applied differs on the tier level. Current Economy Space seat plans are available on the Intranet and ShareFile for all aircraft types.

Etihad Guest Tier Economy Space Benefit

Note: Companions must be travelling in the same PNR to avail of the discount.

b.      Priority Access

Priority Access allows Economy guests to expedite the airport process by providing them with: 

• Priority Check-In 
• Premium boarding 
• Priority baggage delivery 

Priority Access can be purchased at the airport, contact centre, travel agencies and online. 

Guests who have pre-purchased Priority Access will have a 'Priority Access' EMD issued. They are also identifiable with a ‘PRIO’ service .

c.       Instant Upgrade

Instant Upgrades are available for guests that wish to pay to travel in the premium cabin.

For instant upgrades, all payments shall be collected using the MUYC and MUCF service codes as applicable.

Instant Upgrades shall not be offered for:

1. Guests travelling on staff tickets / non-revenue tickets (ID/AD tickets)

2. Upgrades from Economy to First

3. Redemption tickets for Business to First (“I” RBDs)

4. Sale Fares ("T" RBD)

Before proceeding with the process, the following assumptions must be met:

1. Catering levels have been reviewed and advised to all staff at the pre-flight briefing

2. Agreed cut off times with the catering provider for additional premium meals

Instant upgrades shall be offered at the time of check-in and take precedence over any annual leave and duty travel upgrades (duty travel upgrades actioned in advance of flight check-in excepted).

Rates are subject to change; therefore the guest shall be advised of the rate only after checking on the system. Infants not requiring a seat shall be upgraded free of charge

• Rates are subject to change; therefore the guest shall be advised of the rate only after checking on the system
• Infants not requiring a seat shall be upgraded free of charge

The benefits associated with Instant Upgrades are as below:

• Cabin baggage allowance of the upgraded class of travel
• Lounge access is permitted in accordance with the upgraded class of travel

Instant Upgrades Onward Connecting Flights

If there is availability for an instant upgrade on a connecting flight ex AUH, contact the instant upgrade +971 50 441 7423 for approval. If approved, add the MUYC or MUCF service to all segments and through check-in the guest to final destination. Complete the upgrade by selecting the Manual Regrade option. Upgrades on the outbound flights will have to be processed by contacting Flight Editing.

Note:

• Guests may choose to only upgrade one of their sectors
• The Instant Upgrade telephone number shown above shall only be used for Instant Upgrade

Requests. All other queries for Guest Control shall be via the current channels

d.      Neighbour Free Seating

Neighbour-Free Seats  allows guests more space, comfort and privacy by bidding for one, two or even three extra seats depending on aircraft configuration and number of travelers in the booking. The extra seats will be identified using a reserved headrest cover and will remain vacant for the duration of the flight.

Eligible guests will receive an email notification inviting them to bid. For successful bids, NFS are confirmed 6 hours prior to flight departure for Network Airports and 4 hours prior for AUH.

Guests eligible to receive an email notification for NFS shall be:

1. Holding a confirmed ticket on an EY-operated flight

2. Booked in Economy Class under an eligible RBD class

The following categories are not eligible for NFS:

a. Tickets booked under ‘Breaking Deals’ fares

b. Redemption tickets/Free tickets

c. Group bookings

At the Airport:

1. Neighbour Free Seats are not sold at the airport. Guests can bid for NFS up to 6hours prior to departure.

2. 6hrs STD from Network Airports and -4hrs STD from AUH.

3. Agents shall identify NFS guests through the SBLK.

4. Additional seat(s) assigned to the guest shall be included in the CPR associated with the SBLK Service Code.

5. The ‘SBLK’ SSR code will print on the boarding pass.

6. Confirmed NFS bookings will appear on the guest's CPR in Altea. The seat map will also display the exact NFS allocation as H- blocked seat.

7. Non-confirmed staff tickets irrespective of their type shall not be accommodated on NFS seats.

8. In case of ‘NO SHOW’ NFS guests, blocked NFS seats can be utilised to accommodate staff, or as required.

9. Based on local requirements and no later than 90 minutes prior to departure, the list of guests with NFS shall be provided to the cleaning team.

10. The cabin cleaning team shall place 1 NFS ‘Reserved’ headrest cover on each NFS seat identified on the list provided to them.

11. Economy Neighbour Free shall not be used for the carriage of large items on cabin seats e.g. cellos, guitars, basses. Guests must purchase an extra seat in advance in line with the existing CBBG process.

Note: In case of irregular operations, last minute sales, go-shows and overbooking, NFS may not be honored. In such cases, the agent shall inform the guest to send an email to SelectUpgrade@etihad.ae and request for a refund.

Portable Car Seat designed to carry an infant or small child (0–36 months) can be accepted for carriage at no charge and is fitted to a seat within the cabin under the following conditions: 

• Shall be labelled stating that it has been approved for aviation use 
• The seat should have instructions on the label which shall be followed 
• The child restraint device shall not be installed in an emergency exit row, or the row forward or rear of an emergency exit row 
• A responsible adult shall occupy a seat next to the child 
• The unit shall have a solid back and seat 
• The car seat harness must be a single release type and must secure the lap, torso and crotch 
• Guest should be holding child ticket for occupying seat 

– Forward or rearward facing seats are acceptable in all cabins provided that they are of a type that could be attached to an aircraft seat with a lap belt only  

– Rearward facing seats are restricted to infants from 0-6 months (less than 10kg) and may be used in all cabins, however in Y class and due to seat pitch limitation, they must be allocated at: 

♦ A window seat at a bulhead row; or 

♦ A window seat behind a vacant seat; or 

♦ A window seat behind a seat occupied by a member of the same family/group 

Approved Car Seats for Cabin Use

Devices meeting the following requirements are acceptable on board: 

1.   Australian/New Zealand Standards (AS/NZS 1754)

2.  European Standards (ECE R 44, -03” or later and TUV Doc.: TUV/958-01/2001)

3.  USA Standards Approved for use in motor vehicles and aircraft according to US FMVSS No. 2013. 

The text, “This Restraint is Certified for Use in Motor Vehicles and Aircraft” must be written on the label in Red: 

4.  Canadian Standards (CMVSS 213 or CMVSS 213.1)

Seating Allocation

• Forward or rearward facing CRD may be installed in all cabins provided that they are of a type that could be attached to an aircraft seat using the passenger seat lap belt only. If used on a seat equipped with an airbag seat belt, the airbag functionality shall be de-activated. 
• Forward facing CRD may be installed in all cabins on both forward and rearward facing passenger seats, only when fitted in the same direction as the passenger seat on which they are positioned. 
• Rearward facing CRD are restricted to infants from 0-6 months (less than 10kg) and may be installed in all the cabins but only on forward facing seats. If used in Economy, due to seat pitch limitation, it shall be allocated at: 
• A window seat at a bulkhead row; or 
• A window seat behind a vacant seat; or 
• A window seat behind a seat occupied by a member of the same family / group. 

A CRD should be located in the vicinity of a floor level exit. 

A CRD should not be allocated in an emergency exit row seat or in one row immediately forward or aft of an emergency exit row. 

A window seat is the preferred location; however, other locations may be acceptable, if access of neighbouring passengers to the nearest aisle is not obstructed by the CRD. 

Only one CRD per row segment is recommended except if the infants/children are from the same family or travelling group. A row segment is one or more seats side-by-side separated from the next row segment by an aisle. 

An accompanying adult shall occupy the seat next to the infant/child in a CRD.