Introduction
These Terms and Conditions form the basis of the Etihad Guest programme. They apply to the relationship between you (being a Member (or prospective Member) of the Etihad Guest programme, and terms such as ‘you’ and ‘your(s)’ shall be construed accordingly) and us, and are intended to protect both you and us. It is your responsibility to read and understand them: they contain very important information about your rights and obligations, as well as limitations and exclusions that may apply. In these Terms and Conditions, the words defined in clause 14 shall have the meanings given to them in that clause. These Terms and Conditions are effective as at the date of their publication and may be changed/modified by us at any time.
Terms and Conditions Clauses
1. Membership
- 1.1 Enrolment
- 1.1.1 By completing and submitting an Enrolment Form to join the Etihad Guest programme you are signifying your acceptance of these Terms and Conditions.
- 1.1.2 Subject to local laws, application to join the Etihad Guest programme is open to any individual who is at least two years of age.
- 1.1.3. Unless we expressly specify otherwise (at our sole discretion), membership of the Etihad Guest programme is open only to individuals, it is not open to companies, trusts, partnerships or other entities.
- 1.1.4. Etihad Guest membership is not transferable.
- 1.1.6. Each Enrolment Form has to be submitted with a unique email address (i.e. the email address must not be the same as one which is already in use by a Member). For Enrolment Forms in respect of Children, it is not mandatory to submit an email address with the Enrolment Form.
- 1.1.7. Subject to our acceptance of your Enrolment Form, the start date of your membership of the Etihad Guest programme will be the date on which your Enrolment Form was submitted via the Etihad Guest Website or the Etihad Guest Service Centre or otherwise submitted in accordance with the directions specified on the Enrolment Form. If your application for Etihad Guest membership is rejected, then all benefits that may otherwise have been accrued will be null and void.
- 1.1.8. It is your responsibility to ensure that you take appropriate care of your Etihad Guest Card and your Etihad Guest Number to prevent unauthorized persons from accessing your Etihad Guest membership account.
- 1.1.5. To apply for Etihad Guest membership, you must complete the Enrolment Form and provide all mandatory details. Enrolment Forms in respect of individuals less than 18 years of age must be completed on their behalf by their legal parent or a guardian. The right to redeem Etihad Guest Miles can be only be exercised by Members who can enter into legally binding contracts under applicable law.
- 1.1.9. When you apply for Etihad Guest membership, you will either select a secure password, or one will be supplied to you. This password will be used to authenticate your identity when accessing certain areas of the Etihad Guest Website or performing transactions via the Etihad Guest Website.
- 1.1.10. You should not disclose your password to another person. Please make sure that your password is not written down and kept with your Etihad Guest Card.
- 1.1.11 We may accept or reject any application for Etihad Guest membership, at our sole discretion.
- 1.1.12 Any bonus offer for bonus miles when joining the Etihad Guest Membership is contingent upon the Etihad Guest member engaging in a covered airline travel activity, such as purchasing a revenue ticket on Etihad Airways, Air Serbia or Air Seychelles.
- 1.2. Etihad Guest Cards
- 1.1.1 By completing and submitting an Enrolment Form to join the Etihad Guest programme you are signifying your acceptance of these Terms and Conditions.
- 1.2.2. The Etihad Guest Card may only be used by the person named on that card. The Etihad Guest Card is not a credit card and is used for the purpose of identification only.
- 1.2.3. The Etihad Guest Card is our property and it must be returned whenever requested.
- 1.2.4. We and our Etihad Guest Partners have the right to require you to produce your Etihad Guest Card and/or quote your Etihad Guest Number at any time while booking, ticketing, or while travelling on or claiming a Reward.
- 1.3. Loss or Damage of Etihad Guest Card
- 1.3.1. In the event of loss, theft or unauthorized use of your Etihad Guest Card, it is your responsibility to inform us as soon as possible. You are liable for all use of your Etihad Guest Card (including without limitation, use of your Etihad Guest Number) until we are notified of the loss, theft or unauthorized use of your Etihad Guest Card.
- 1.3.2. Etihad Guest Cards that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest Cards will be subject to a charge of 500 Etihad Guest Miles. Etihad Guest Silver Members and Etihad Guest Gold Members will be allowed to have a replacement Etihad Guest Card free of charge provided that a free replacement Etihad Guest Card has not previously been issued to the relevant Member in the immediately preceding 12 month period. Etihad Guest Platinum Members will be allowed to have Etihad Guest Card replacements anytime free of charge
- 1.3.3. Etihad Guest luggage tags that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest luggage tags will be subject to a charge of 1,000 Etihad Guest Miles. Etihad Guest Platinum Members will be allowed to have Etihad Guest luggage tag replacements anytime free of charge.
- 1.3.4. If you request to replace your Etihad Guest Card and Etihad Guest luggage tags at the same time, the combined charge (where applicable) will be 1,250 Etihad Guest Miles.
- 1.4. Cancellation of Membership
- 1.4.1. You may at any time cancel your Etihad Guest membership by providing written notice to us. Following receipt of your notice, we will cancel the relevant Etihad Guest membership and (subject to the provisions of these Terms and Conditions relating to Family Membership) all accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments credited to your Etihad Guest membership account will immediately expire. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments.
- 1.4.2. We retain the right to cancel your Etihad Guest membership in the event of any breach of these Terms and Conditions. Any Reward booking made by you, either before or after the date of breach, will be subject to review, and possible cancellation, by us at our sole discretion.
- 1.4.3. After a continuous period of thirty six months of inactivity with respect to your Etihad Guest membership account, we reserve the right to terminate your Etihad Guest membership.
- 1.4.4. A Member’s Etihad Guest membership will be automatically terminated upon that Member’s death. Where a deceased Member was designated as a Family Head with respect to a Family Membership, the Family Membership is automatically terminated upon the death of the Family Head such that the Etihad Guest membership accounts of all Family Guests within that Family Membership are de-linked and they each become individual Members. Upon termination of membership, all accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments standing to the credit of the deceased Member’s Etihad Guest membership account will immediately expire. However, we may, at our sole discretion (and subject to receipt of all reasonably requested documentation, including but not limited to, a certified copy of the death certificate, will and/or legal heir certificate):
- 1.4.4.1. reinstate Etihad Guest Miles in favor of the spouse or heirs of the deceased Member upon application of the deceased Member’s spouse or legal representative; or
- 1.4.4.2. in the case of a Family Membership:
- 1.4.4.2.1. where the deceased is a Family Guest, all Etihad Guest Miles attributable to the deceased Member will continue to form part of the Etihad Guest membership account of the Family Head; or
- 1.4.4.2.2. where the deceased is a Family Head, reinstate Etihad Guest Miles in accordance with clause 1.4.4.1.
- 1.5. Misuse and/or Fraud
- 1.5.1. Any misuse of Rewards or any other features, benefits and services provided to you as a Member, is prohibited and will cause your Etihad Guest membership to be cancelled with immediate effect unless we decide otherwise. Misuse includes, but is not limited to:
- -Engaging in any illegal or fraudulent activities;
- -Giving misleading information to us, our Etihad Guest Partners and/or any representatives of ours and/or our Etihad Guest Partners;
- -Selling, transferring and/or purchasing any Rewards, Etihad Guest Miles, Etihad Guest Tier Miles or Etihad Guest Tier Segments, other than where expressly authorized by us or in accordance with the express provisions of these Terms and Conditions; or
- -Refusing to follow instructions given by us and/or our representatives in order to audit your Etihad Guest membership account.
- 1.5.2. We have the right to investigate your Etihad Guest membership account. You will be notified if any investigation requires additional information and you will have 14 days to provide the information requested. During any investigation, you may not be able to use your Etihad Guest membership account and/or accumulated Etihad Guest Miles for any redemptions for Rewards.
- 1.5.3. We may choose to take legal action against any Member whom we find to be in breach of any provision of these Terms and Conditions.
2. Family Membership
- 2.1. Etihad Guest Members from the same family may elect to pool their Etihad Guest Miles by starting a Family Membership. One person from the family must be designated as the Family Head. The Family Head may apply to nominate a maximum of eight Family Guests to be enrolled into the Family Membership.
- 2.2. The Family Head is required to be a minimum of 21 years of age.
- 2.3. Persons eligible to become Family Guests are (with respect to the Family Head): brothers, sisters, father, mother, spouse(s), children, grandchildren, grandparents, parents-in-law, step parents, step children, step siblings, step grandchildren, nieces, nephews and one household help.
- 2.4. We reserve the right to audit the relationships claimed by any Family Head and we may from time to time request documented proof of the relationships. In the case where the relevant documentation is not provided, the miles accrued by the family member to the Family Head’s account will be forfeited.
- 2.5. Each Family Guest and the Family Head will be issued with an individual Etihad Guest Card and Etihad Guest Number.
- 2.6. A Family Guest may only be registered in respect of one Family Membership. A Family Head can only be registered in respect of one Family Membership.
- 2.7. The Family Head and each Family Guest must be existing Etihad Guest Members (otherwise they must first become Members following which they can start or be nominated into a Family Membership (as the case may be). Once listed as a Family Guest, such members cannot be replaced for a period of 90 days.
- 2.8. All correspondence pertaining to the Family Membership will be sent to the Family Head only.
- 2.9. Family Guests and the Family Head will be able to accrue (and have credited to their own Etihad Guest membership accounts) Etihad Guest Tier Miles and Etihad Guest Tier Segments, and attain/maintain their own Etihad Guest Tier Status. In determining the Etihad Guest Tier Status of a Family Head, no account will be taken of Etihad Guest Miles and/or flight activity attributable to Family Guests. However, all Etihad Guest Miles earned by a Family Guest will be automatically transferred to and accumulated under the Etihad Guest membership account of the Family Head. The validity period of Etihad Guest Miles standing to the credit of the Family Head’s Etihad Guest membership account is based upon the Family Head’s Etihad Guest Tier Status and as further specified in clause 6.1.12.
- 2.10. The Family Head or (in respect of their own Etihad Guest membership only) the relevant Family Guest, may cancel the participation of a Family Guest at any time by giving written notice to us at the address specified on the ‘contact us’ page of the Etihad Guest Website or the process can be initiated by contacting the Etihad Guest Service Centre. The Etihad Guest Miles accumulated in the Family Membership will remain with the Family Head and are not transferable or divisible on cancellation of a Family Guest’s participation in a Family Membership. The Etihad Guest Tier Miles accumulated by the exiting Family Guest will remain with the existing Family Guest.
- 2.11. The Family Head maintains exclusive control of the Family Membership account and as such controls all redemptions made through the Family Membership. We are not obliged to honor or act upon any request by a Family Guest for redemption of Etihad Guest Miles.
- 2.12. We retain sole discretion to accept or reject any application for Family Membership and to cancel any Member’s Etihad Guest membership account in the event of breach of these Terms and Conditions.
3. Personal Data Changes
- 3.1. You will be required to provide us with a valid and up to date mailing/postal address and email address (which is optional in the case of Children). If you change your mailing/postal address and/or email address you should notify us via the Etihad Guest Service Centre or via the Etihad Guest Website as soon possible.
- 3.2. You must notify of us without delay, via the Etihad Guest Service Centre or via email, of any changes/corrections to your name and/or date of birth, a passport copy or relevant document is required and must be submitted to the Etihad Guest Services Centre via email.
- 3.3. If more than one Etihad Guest Number has been assigned to you in error or oversight, the Etihad Guest membership accounts in respect of all such Etihad Guest Numbers will be combined and the Etihad Guest Miles and Etihad Guest Tier Miles will be transferred to one single Etihad Guest membership account with one Etihad Guest Number, less any duplicated bonuses, benefits, Etihad Guest Miles and/or Etihad Guest Tier Miles, from the same activity. The other Etihad Guest Number(s) (and account(s)) will then be terminated.
- 3.4. This merging of accounts can be requested by you or it can be conducted at our sole discretion.
4. Guest Tiers
- 4.1. The number of Etihad Guest Tier Miles and/or Etihad Guest Tier Segments, required for qualification/re-qualification into each Etihad Guest Tier Status, and the benefits and privileges provided to members at each Etihad Guest Tier Status, are detailed on the Etihad Guest Website and are subject to change at any time without notice.
- 4.2. You may earn Etihad Guest Tier Miles and/or Etihad Guest Tier Segments by travelling on Etihad Guest Tier Qualifying Flights as specified on the Etihad Guest Website and/or as otherwise specified in our valid publications, as issued from time to time.
- 4.3. Once you have attained an Etihad Guest Tier Status prior to 30 September 2017 , your status is valid for the rest of that calendar year plus:
- 4.3.1. one year for Etihad Guest Silver Members; and
- 4.3.2. two years for Etihad Guest Gold Members and Etihad Guest Platinum Members.
- 4.4 If you have attained an Etihad Guest Tier Status after 30 September 2017, your Tier status is valid for:
- 4.4.1. one year for Etihad Guest Silver Members, Etihad Guest Gold and Etihad Guest Platinum Members.
- In addition you will enjoy the benefits of your Etihad Guest Tier Status for a bonus three month period immediately following the expiration of the periods mentioned specified in clauses 4.3.1,4.3.2 and 4.4.1 (as applicable).
5.1. Earning Etihad Guest Miles
- 5.1.1. You may earn Etihad Guest Miles from the start date of your Etihad Guest membership by travelling with, or by using products or services supplied by, our Etihad Guest Partners as specified (including the number of Etihad Guest Miles and any applicable bonus multiplier or bonus Etihad Guest Miles) on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. We may, in our sole discretion, make bonus awards of Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments either to Members generally, or to a selection of Members or to individual Members either as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications as issued from time to time or otherwise on a case by case basis.
- 5.1.2. To earn Etihad Guest Miles, you must quote your name and Etihad Guest Number and may be required to produce your Etihad Guest Card, at the time of reservation or check-in for a Qualifying Flight, and at the time of booking or paying for other qualifying products or services.
- 5.1.3. We reserve the right to make Etihad Guest Miles and promotional offers available to selected Members based on flight activity, geographic location, Etihad Guest programme participation or information supplied by the Member. The Terms and Conditions related to any of the promotional offers may be update/modified by us at any time without any prior notice.
- 5.1.4. Etihad Guest Miles earned in respect of Qualifying Flights will be issued to you only for flights actually flown by you and will be based on the class of the ticket you have paid for (and will not be based on any complimentary upgrades or Upgrade Rewards).
- 5.1.5. Only Qualifying Fares on flown Qualifying Flights qualify for the accrual of Etihad Guest Miles. Redemption fare classes N, I and O are ineligible booking classes for accrual.
- 5.1.6. Specific corporate deals/agreements may also be ineligible for accrual of Etihad Guest Miles. The corporate will be advised of the same directly.
- 5.1.7. Details of whether a codeshare flight is a Qualifying Flight can be found on the Etihad Guest Website.
- 5.1.8. Where applicable, if you use the Cash + Miles option against a purchase of a flight ticket bearing the Etihad Airways designator code and the flight is a Qualifying Flight operated by Etihad Airways, you will be eligible to accrue Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments only in respect of the cash part of that purchase as determined by us (having regard to your respective contributions of cash and Etihad Guest Miles) and rounding down to the nearest whole number.
- 5.1.9. Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any accrual of Etihad Guest Miles.
- 5.1.10. Any services offered by non-airline Etihad Guest Partners at employee reduced rates may not qualify for the accrual of Etihad Guest Miles.
- 5.1.11. Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments have no cash value.
- 5.1.12. The validity period of Etihad Guest Miles is based upon your Etihad Guest Tier Status as follows:
- 5.1.12.1 Etihad Guest Miles are valid for 2 years from the date they are earned for Etihad Guest Members;
- 5.1.12.2 Etihad Guest Miles are valid for 2.5 years from the date they are earned for Etihad Guest Silver Members; and
- 5.1.12.3 Etihad Guest Miles are valid for 3 years from the date they are earned for Etihad Guest Gold Members and Etihad Guest Platinum members.
Unused Etihad Guest Miles will expire on the last date of the month in which they are due to expire.
- 5.1.13. Subject to the provisions of these Terms and Conditions relating to Family Membership, only you may authorize the deduction of Etihad Guest Miles or the issue of Rewards in respect of your Etihad Guest membership account.
- 5.1.14 Etihad Guest Miles will not be granted where a Qualifying Flight is cancelled for reasons beyond the control of the relevant airline Etihad Guest Partner, including but not limited to cancellations caused by adverse weather.
- 5.1.15 In case of flight disruptions, if you have not been rerouted and your ticket has been refunded, you will not accrue Etihad Guest Miles in respect of the Qualifying Flight.
- 5.1.16 In the event that your Qualifying Flight is replaced with an alternative flight due to unforeseen circumstances, you will still accrue Etihad Guest Miles based upon the Qualifying Flight which has been replaced, not for the actual route flown.
- 5.1.17 Etihad Guest Miles once credited to your account cannot be transferred to another frequent flyer programme and vice-versa. It is the member's responsibility to ensure that the correct membership number is quoted from the onset to ensure mileage earning on the desired programme.
5.2. Crediting Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments
- 5.2.1. It is the member’s responsibility to provide the correct information and to retain and provide the necessary documents (as may be requested by us or any of our Etihad Guest Partners), such as boarding passes, tickets and receipts in the event that Etihad Guest Miles and Etihad Guest Tier Miles and/or Etihad Guest Tier Segments are claimed.
- 5.2.2. We will credit your Etihad Guest membership account with Etihad Guest Miles and Etihad Guest Tier Miles or Etihad Guest Tier Segments (as applicable) which you have earned for a flown Qualifying Flight, irrespective of the identity of the person or the entity paying for the ticket or services. You are personally responsible for informing any third party or entity paying for the ticket or services, including but not limited to your employer, in respect of the advantages obtained by you through the Etihad Guest programme. Etihad Guest Miles earned in respect of Non-Flight Rewards will be credited to the account of the Member named on the relevant booking/order. Other than as expressly specified in these Terms and Conditions with respect to Family Membership, it is not possible to share the allocation of Etihad Guest Miles, Etihad Guest Tier Miles or Etihad Guest Tier Segments, and nor will the same be awarded to more than one Member in respect of the same Qualifying Flight or the same qualifying purchase.
- 5.2.3. Unless we expressly specify otherwise (at our sole discretion), Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) are only credited for flown Qualifying Flights and/or services and products actually supplied and paid for. In particular, no Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) will be earned in connection with flights, products or services which have been booked or ordered but cancelled prior to payment. We reserve the right to cancel/deduct any or all Etihad Guest Miles and Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) which may have been credited for flights, services or products not supplied or paid for.
- 5.2.4. Provided that you have given the necessary information at the time of ticketing / time of check-in, Etihad Guest Miles and Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) accrued for Qualifying Flights will be credited to your Etihad Guest membership account within 7 days of travel. Etihad Guest Miles accrued in respect of the purchase of a product or service (other than a Qualifying Flight) from any of our Etihad Guest Partners will be credited to your Etihad Guest membership account as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
5.3. Mileage Statements
- 5.3.1. Statements of Etihad Guest Miles will be issued to you periodically at our sole discretion. You can view your Etihad Guest membership account information online via the Etihad Guest Website
5.4. Retroactive Mileage Claims
- 5.4.1 You can apply for retroactive credit of Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) up to six months from the date of the transaction giving rise to your entitlement. Such applications must be made via the Etihad Guest Website or as otherwise instructed via the Etihad Guest Service Centre. We may require that you provide us with certain documentation in support of your application for retroactive credit, such as the relevant ticket(s) and boarding pass(es), as evidence of your entitlement.
- 5.4.2. All claims for retroactive credit of Etihad Guest Miles in respect of purchases of products or services which are not Qualifying Flights should be made by you to the relevant Etihad Guest Partner within six months of the transaction giving rise to your entitlement.
- 5.4.3 To earn Etihad Guest Miles for in-flight duty free purchases, you must present your Etihad Guest Card or quote your Etihad Guest Number at the time of purchase. If you fail to do so, you will not earn any Etihad Guest Miles for that particular transaction. Retroactive credit of Etihad Guest Miles is not permitted for in-flight duty free purchases.
- 5.4.4. Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments will not be credited for any activity undertaken before the start date of your Etihad Guest membership unless:
- 5.4.4.1. without prejudice to clause 5.4.1., in respect of a Qualifying Flight the first specified travel date of the original ticket was within the three month period immediately preceding the start date of your Etihad Guest membership; or
- 5.4.4.2 otherwise specified by us.
6. Etihad Guest Partners
- 6.1. Arrangements with our Etihad Guest Partners may be changed or terminated from time to time and without notice to Members.
- 6.2. Any Etihad Guest Partner may at any time withdraw from the Etihad Guest programme or change their terms and conditions for the supply of products and services. We do not guarantee that any of our Etihad Guest Partners will continue to participate in the Etihad Guest programme nor do we guarantee the continued availability of any particular Reward.
- 6.3. We will honour the award of Etihad Guest Miles in respect of qualifying purchases which you have made with an Etihad Guest Partner provided that such Etihad Guest Partner reported the allocation and award of Etihad Guest Miles to us prior to such Etihad Guest Partner's withdrawal from the Etihad Guest programme.
- 6.4. We will not be liable to you in respect of any reporting failures on the part of Etihad Guest Partners, including where an Etihad Guest Partner ceases to participate in the Etihad Guest programme and fails to report to us the allocation and award of Etihad Guest Miles.
- 6.5. Rewards in relation to products and services offered by Etihad Guest Partners including but not limited to financial, hotel, car rental or leisure partners are awarded in accordance with the rates and terms and conditions determined by the Etihad Guest Partner and are subject to change. You should check the applicable rates, terms and conditions with the relevant Partner before purchasing such products or services. A list of Etihad Guest Partners is available on the Etihad Guest Website.
7.1. General Redemption rules
- 7.1.1. All Rewards available in the Etihad Guest programme are as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. In addition to these Terms and Conditions, the availability and issuance of Rewards is always subject to the terms and conditions of each Reward provider. All Rewards are subject to availability, the relevant Reward provider’s terms and conditions, and (as specified and referred to in these Terms and Conditions) the Reward Shop rules.
- 7.1.2. Etihad Guest Miles can be redeemed for both Flight Rewards and Non-Flight Rewards. Other than as expressly provided for in the provisions of these Terms and Conditions relating to Family Membership, each Reward transaction has to be authorized by you.
- 7.1.3. The number of Etihad Guest Miles required to be redeemed for a Reward is subject to change at any time without notice. We may withdraw, replace or substitute Rewards at any time without notice.
- 7.1.4. You may claim Rewards from the Reward Shop in accordance with the rules specified and referred to in these Terms and Conditions either when you have sufficient Etihad Guest Miles accumulated in your Etihad Guest membership account, or you may use the Cash + Miles option (if applicable).
- 7.1.5. Without prejudice to clauses 10.2 and 10.3, to the fullest extent permitted by law we accept no liability whatsoever in respect of any damage, death, delay, injury or loss arising out of or in connection with the services or Rewards supplied by an Etihad Guest Partner, or in connection with a refusal to supply a Reward by an Etihad Guest Partner. The Rewards supplied to a Member will be subject to the terms and conditions of the party supplying that Reward. We strongly recommend that you check the applicable terms and conditions of each Reward provider.
- 7.1.6. Rewards booked online via the Etihad Guest Website will not incur a service fee.
- 7.1.7. Any Reward booked via the Etihad Guest Service Centre (except Upgrade Rewards using Etihad Guest Miles) will incur a service fee as will be advised at the time of booking. Etihad Guest Gold Members and Etihad Guest Platinum Members will not incur a service fee when booking Rewards via the Etihad Guest Service Centre.
7.2. Excess Baggage using Etihad Guest Miles
- 7.2.1 Etihad Guest Miles may be redeemed:
- 7.2.1.1.Via the Etihad Guest Website, for excess baggage allowance on flights operated by Etihad Airways where the ticket must be issued on Etihad document and flight booked on Etihad Airways designator code; or
- 7.2.1.2 By contacting Air Seychelles, for excess baggage allowance on flights operated by Air Seychelles and booked on the Air Seychelles designator code.
- 7.2.2 The redemption of Etihad Guest Miles for excess baggage allowance must take place at least 48 hours prior to departure of the relevant flight.
- 7.2.3 The ability to redeem Etihad Guest Miles, and the amount of Etihad Guest Miles required to be redeemed, for excess baggage are subject to change based on commercial procedures at our sole discretion.
- 7.2.4 Etihad Guest Miles redeemed for excess baggage allowance are non-refundable, including where the amount of excess baggage allowance actually used is less than the amount of excess baggage allowance which was awarded pursuant to the redemption of Etihad Guest Miles.
- 7.2.5 Excess baggage allowance obtained by the redemption of Etihad Guest Miles may only be used by the person whose booking and flight details were submitted when redeeming Etihad Guest Miles for the excess baggage allowance – no other person is entitled to utilize any such excess baggage allowance.
- 7.2.6 Excess baggage redemption following Weight-concept applies to travel from or to GCC and Indian sub-continent is available for increments of 5 kg, 10 kg, 15 kg, 20 kg, 25 kg, 30 kg and 35 kg. Maximum dimensions are 158cm (50x70x38). Each item must not exceed 32kg.
- 7.2.7 All other destinations follow the Piece- concept. Maximum dimensions are 207cm (45x72x90). Each item must not exceed 32kg.
- 7.2.8 For piece concept, the maximum allowed will be 6 pieces and for weight concept, the maximum allowed will be 35 kilos in total.
7.3. Flight Rewards
- 7.3.1. Flight Rewards are only available on routes operated by Etihad Airways or our airline Etihad Guest Partners, as specified on the Etihad Guest Website and we (and/or any of our Etihad Guest Partners) reserve the right to limit the number of seats available as Flight Rewards in our (or their) discretion.
- 7.3.2. The number of Etihad Guest Miles that are required to be redeemed for:
- 7.3.2.1 GuestSeat Rewards is specified by the Mileage Calculator which is available on the Etihad Guest Website and are subject to change at any time without notice;
- 7.3.2.2. OpenSeat Rewards is displayed on the Etihad Guest Website at the time of booking on the Etihad Guest Website.
- 7.3.2.3. The Cash + Miles option may be utilized for the purchase of GuestSeat Rewards and OpenSeat Rewards. The contributions of Etihad Guest Miles and cash will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre, at the time of booking the Flight Reward.
- 7.3.3. GuestSeat Reward bookings on Etihad Airways and our airline Etihad Guest Partners are subject to the payment of a carrier charge which may be calculated based on factors such as the number of sectors, class of travel, origin or destination location and other factors. Customer will be notified of the carrier charge at the time of booking. The carrier charge is subject to change at any time without notice. The application of the carrier charge is subject to local legal restrictions.
- 7.3.4. The number of Etihad Guest Miles (or the contributions of Etihad Guest Miles and cash, when utilizing the Cash + Miles option) that are required to be redeemed for GuestSeat Rewards for Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be the same as that which is applicable for adults.
- 7.3.5. The number of Etihad Guest Miles that are required to be redeemed for GuestSeat Rewards for Infants will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be an amount equal to 10% of the applicable adult rate. The Cash + Miles option is not available for the redemption of GuestSeat Rewards for Infants. Any taxes and fees will however still need to be paid using a credit card.
- 7.3.6. The number of Etihad Guest Miles required to be redeemed for OpenSeat Rewards for Infants and Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and is based upon the fare rules of the class being booked for the OpenSeat Reward at the time of booking.
- 7.3.7. One way Flight Rewards can only be issued for travel on flights operated by, and booked on the designator code of, Etihad Airways. The number of Etihad Guest Miles that are required to be redeemed for such one way Flight Rewards will be equal to 50% of the number of Etihad Guest Miles that would be required to be redeemed for a return journey based on the same origin and destination.
- 7.3.8. The number of Etihad Guest Miles required to be redeemed for Flight Reward tickets with our airline Etihad Guest Partners (other than Etihad Airways) is as specified, at the time of booking, on the relevant page of the Etihad Guest Website (where available) or notified at the time of booking via the Etihad Guest Service Centre.
- 7.3.9. Flight Reward tickets for travel on Etihad Airways operated routes must be booked no less than 3 hours prior to departure of the relevant flight either via the Etihad Guest Website or via the Etihad Guest Service Centre. A credit card will be needed in order to pay for taxes and service fees.
- 7.3.10. Flight Reward tickets for travel on routes operated by our airline Etihad Guest Partners (other than Etihad Airways) must be booked no less than 24 hours prior to travel via the Etihad Guest Service Centre only, except for redemptions on Air Seychelles which must be booked no less than 48 hours prior to travel or Oman Air which must be booked no less than 7 days prior to travel. A credit card will be needed in order to pay for taxes and service fees.
- 7.3.11. Where the Cash + Miles option is to be used for Flight Rewards, this may be subject to satisfaction of a minimum contribution of Etihad Guest Miles. The minimum contribution can be altered by us at any time without notice. Where the Cash + Miles option is used to redeem GuestSeat Rewards, there will be a minimum Etihad Guest Miles contribution of an amount equal to 75% of the amount of Etihad Guest Miles that would be required to be redeemed for the relevant GuestSeat Reward if the Cash + Miles option was not to be used.
- 7.3.12. For the redemption of OpenSeat Rewards where the ‘1Mile redemption’ option is used, a minimum contribution of 1 Etihad Guest Mile per person travelling in a single booking will be required. Where the Cash + Miles option is used to redeem member only discounted OpenSeat Rewards, there will be a set minimum Etihad Guest Miles contribution, determined by cabin of travel and destination. Etihad Guest reserves the right to change the routes and level of discount at any time without notice.
- 7.3.13. You cannot be waitlisted when booking Flight Reward tickets. Open-dated flight segments are not permitted in Flight Reward itineraries.
- 7.3.14. Stopovers in Abu Dhabi are permitted on GuestSeat Rewards only where the booking is made via the Etihad Guest Service Centre.
- 7.3.15. In cases where a stopover cannot be availed, Flight Reward tickets may only be booked for flights with a transit period of no more than 8 hours and during such period neither you, nor any passengers utilizing such a Flight Reward ticket will be eligible for hotel accommodation at our expense, or the expense of any of our Etihad Guest Partners.
- 7.3.16. All terms and conditions associated with Etihad Chauffer (as may be amended without notice from time to time) are applicable for Flight Rewards booked for travel with Etihad Airways.
- 7.3.17. If a Member is under 18 years of age, any Flight Reward redemptions must be made with the consent of the relevant Member’s parent or legal guardian.
- 7.3.18. Flight Reward travel which encounters a delay or cancellation by one of our airline Etihad Guest Partners will be managed in line with the relevant airline’s commercial procedures.
- 7.3.19. Flight Reward tickets are valid travel documents and, subject to these Terms and Conditions, are issued subject to the same terms and conditions as commercial tickets.
- 7.3.20. GuestSeat Reward tickets are valid for 12 months from the date that the GuestSeat Reward ticket is issued. Travel must commence within these 12 months. Once the first leg of the journey has been completed, the GuestSeat Reward ticket is then valid for 12 months from the date of that journey. OpenSeat Reward ticket validity is the same as that of the fare rule booked.
7.4. Ticketing of Flight Rewards
- 7.4.1 Flight Rewards once booked must be ticketed immediately. If tickets are not collected within this period, the relevant booking for the Flight Rewards will automatically be cancelled and the Etihad Guest Miles deducted for the relevant Flight Rewards will be forfeited.
- 7.4.2. You are responsible for paying all applicable taxes, fees and any surcharges on all Flight Rewards (including, but not limited to, customs, inspection, immigration, security, agriculture, facility and departure/arrival charges and any administrative fee).
- 7.4.3. You are responsible for obtaining all necessary travel documents (including but not limited to insurance and visa) for Flight Reward travel.
- 7.4.4. Partner airline flight Reward tickets must be booked and ticketed via the Etihad Guest Service Centre.
7.5. Upgrades using Etihad Guest Miles
- 7.5.1 It is possible to obtain a one class cabin upgrade on certain flights booked on an Etihad Commercial Ticket, as specified on the Etihad Guest Website, by redeeming Etihad Guest Miles, provided that:
- 7.5.1.1. The Revenue Ticket has been issued prior to the upgrade being requested;
- 7.5.1.2 Space is available on the designated booking classes (I or O); and
- 7.5.1.3. You have sufficient Etihad Guest Miles in your Etihad Guest membership account.
- 7.5.2. Subject to clause 7.6, Upgrade Rewards must be booked at least 3 hours prior to flight departure.
- 7.5.3. The number of Etihad Guest Miles that are required to be redeemed for an Upgrade Reward are specified by the Mileage Calculator (which is available on the Etihad Guest Website) and will vary according to the relevant fare class, and the eligibility for an upgrade will be dependent on the fare rules within the relevant fare class, as will be issued and advised at the time of sale of the original Revenue Ticket.
- 7.5.4. In the event that a Revenue Ticket booking contains mixed fare/cabin classes, the number of Etihad Guest Miles required to be redeemed for Upgrade Rewards in relation to that Revenue Ticket will be calculated on a sector by sector basis.
- 7.5.5. Upgrade Rewards will not be permitted on certain promotional fares which will be specified in the fare rules at the time of booking the promotional ticket.
- 7.5.6. The fare and ticketing rules applicable to the Revenue Ticket originally purchased will apply irrespective of the applicable class of travel after upgrade. Any difference in tax as a consequence of obtaining an Upgrade Reward is included in the miles paid by you for the Upgrade
- 7.5.7. Upgrade Rewards can be made for Children who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for Upgrade Rewards for Children will be the same as that which is applicable for adults.
- 7.5.8. Upgrade Rewards can be made for Infants who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for such Upgrade Rewards will be an amount equal to 25% of the applicable adult rate.
- 7.5.9. Upgrade Rewards can only be redeemed using Etihad Guest Miles. The Cash + Miles option is not available for the redemption of Upgrade Rewards.
- 7.5.10 Upgrade Rewards can be booked through the Etihad Guest Service Centre. Upgrade Rewards can only be obtained online via the Etihad Guest Website where the respective Revenue Tickets were originally purchased through an Etihad Airways office or the Etihad Airways website. ADCB 50 % upgrade vouchers cannot be used for online upgrades. This can be used only via Etihad Guest Service Centre.
- 7.5.11. Unused/cancelled Upgrade Rewards can be refunded up to 24 hours prior to departure at a charge of 10% of miles used for the upgrade. This charge is subject to change at any time without notice. The Revenue Ticket associated with the Upgrade Reward may only be refunded as per the rules applicable to the Revenue Ticket.
- 7.5.12.The following fare types will not qualify for Upgrade Rewards – ID/AD tickets, travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards, Redemption tickets, Multiflyer tickets and tickets issued on T, E, N, I and X classes are also not eligible for Upgrade Rewards.
7.6. Upgrades using Etihad Guest Miles at airports
- 7.6.1. The redemption of Etihad Guest Miles at airports for Upgrade Rewards is subject to availability of operational resources and also seat, meal and time to flight closure, and is solely at the discretion of the duty manager of Etihad Airways.
- 7.6.2. The Upgrade Rewards facility at airports may be withdrawn in cases where operational situations do not permit the transactions to be completed.
- 7.6.3. The following fare types will not qualify for Upgrade Rewards at airports – ID/AD tickets, travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards.
- 7.6.4. You must present your Etihad Guest Card in order to complete your claim for an Upgrade Reward. For Gold and Platinum members, third party nominees can request to process instant upgrade for themselves or for the Guests travelling with them, provided the third party nominee details are updated under the Guest profile.
- 7.6.5. Upgrade Rewards can only be transacted point to point. For connecting flights, you will need to request an Upgrade Reward at each airport e.g. Bangkok to Abu Dhabi to London Heathrow, the upgrade request will have to be made at Bangkok for travel to Abu Dhabi and then again at transit in Abu Dhabi for travel to London Heathrow.
- 7.6.6. When claiming an Upgrade Reward at an airport, entitlements will be as follows:
- 7.6.6.1 baggage allowance: if the Upgrade Reward is made at check-in, entitlement to baggage allowance will be that of the upgraded class. If the Upgrade Reward is made post check-in, entitlement to baggage allowance will be as per the ticketed class;
- 7.6.6.2 Etihad lounge access: entitlement to lounge accesses will be as per the upgraded class. Lounge access is subject to availability;
- 7.6.6.3 Etihad Chauffeur: this service needs to be booked 48 hours prior to the flight departure/arrival, accordingly, Etihad Chauffeur is not available when claiming an Upgrade Reward at an airport.
7.7. Change/Cancellation/loss of a Flight Reward ticket
- 7.7.1. If your Flight Reward ticket is lost, stolen or destroyed, a replacement ticket may be issued for a replacement fee.
- 7.7.2. Changes to Flight Rewards:
- Name change: Flight Reward tickets will be issued to a third party upon request of the redeeming Member. Once issued, Flight Reward tickets are not transferable.
- Date change: Date changes can be made to GuestSeat Reward tickets within the stipulated GuestSeat Reward ticket validity. Date changes can be processed up to 24 hour prior to the flights departure for a fee of AED 100 per person, per change, per GuestSeat Reward ticket.This fee is subject to change at any time without notice. Date changes to GuestSeat Reward tickets are always subject to availability. Date changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased.
- Route change: In order to change the route of a GuestSeat Reward, you will need to apply for the existing GuestSeat Reward ticket to be refunded (subject to settlement of the applicable refund charges) and, subject to availability, you will need to redeem Etihad Guest Miles for a new GuestSeat Reward ticket with the new route. Route changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased.
- Fare rules and charges may be amended at any time without prior notification.
- 7.7.3. If the person named on a GuestSeat Reward ticket does not check-in for the relevant flight, the GuestSeat Reward ticket will not be rebooked. No refunds will be allowed and the entire miles and any cash used for the GuestSeat Reward ticket, excluding any taxes and carrier surcharges, will be forfeited.
- 7.7.4. Refunds are permitted up to 24 hours prior to the flights departure. A flat refund fee of 10% of the total miles required for the reward booking will apply, excluding any applicable taxes and carrier charges. This Refund fee is subject to change at any time without notice. Refunds can only be processed via the Etihad Guest Service Centre. GuestSeat Reward tickets are valid for refunds (subject to application of the refund fee) up to one year from the first specified travel date of the original ticket.
- 7.7.5. Permitted changes (including name changes, date changes and route changes), re-bookings and/or refunds of Flight Rewards must be processed within the validity period of the subject Flight Reward ticket.
- 7.7.6. Where the person named on an OpenSeat Reward ticket does not check in for the relevant flight, the rules applicable to ‘no shows’ will follow the fare rule on the fare class purchased.
- 7.7.7. Refunds for an OpenSeat Reward depend on the rules for the fare type selected at the time of booking. Refunds for an OpenSeat Reward may take up to 6 weeks to be processed.
- 7.7.8. Flight Rewards for travel with our airline Etihad Guest Partners ( other than Etihad Airways ) are subject to the same Etihad Guest Terms and Conditions.
- 7.7.9. In the event that the Etihad Guest programme or operations of Etihad Airways are altered, suspended, cut-back or cancelled, we are unable to guarantee that any affected Reward Flights booked will be honoured. Etihad Guest Miles redeemed for such Reward Flights booked but not honoured may be reinstated to Members’ accounts.
8.1.Use of the Reward Shop
- 8.1.1. The Reward Shop is the reward section of the Etihad Guest Website. Only Etihad Guest Members who can enter into legally binding agreements under applicable law may use the Reward Shop. The rules relating to the use of the Reward Shop are set out below.
- 8.1.2. By accessing the Etihad Guest Website and making transactions through the Reward Shop, specifically by clicking the “I AGREE” button, you expressly indicate your acknowledgment and acceptance of the rules applicable to the Reward Shop which are available via the Etihad Guest Website, to the extent not specified in these Terms and Conditions.
- 8.1.3 You have the possibility to redeem Etihad Guest Miles for Rewards in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding, to obtain Rewards. Rewards consist of Non-Flight Rewards.
- 8.1.4. Flight Rewards are offered subject to these Terms and Conditions, the individual conditions of contract with the relevant airline and the terms and conditions of carriage of the relevant airline.
- 8.1.5. Non-Flight Rewards consist of any goods or services (which are not Flight Rewards) purchased by you (by buying or bidding, or awarded to you in a raffle) and sold, auctioned, awarded and distributed by Merchants that make available such Rewards directly to you via the Reward Shop. By redeeming Etihad Guest Miles for Non-Flight Rewards, you will be entering into a legal relationship with the relevant Merchant. To the fullest extent permitted by law, neither we, nor any party managing and/or operating the Reward Shop on our behalf (a “shop operator”), shall have any liability to you or any other person of whatsoever nature in respect of any negligence, willful misconduct, poor service or other breach of obligation arising out of the provision or failure to provide goods and/or services by or on behalf of a Merchant.
- 8.1.6. You may only use the Etihad Guest Website and the Reward Shop to make non-commercial, legitimate reservations or redemptions for Rewards or to benefit from any other redemption types and you shall not use the Etihad Guest Website or the Reward Shop for any other purposes, including making any speculative, false or fraudulent reservations or redemptions for Rewards or other redemption types.
- 8.1.7. Rewards are always subject to availability at the time of booking and (as applicable) the country of shipment.
8.2. Reward Redemption
- 8.2.1. Buying: Through this redemption type, you have the possibility to redeem Etihad Guest Miles (or use the Cash + Miles option) for purchasing Rewards from Merchants.
- 8.2.2. Donating: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by making donations to charitable or other institutions, as specified on the Etihad Guest Website. Donations can only be made in Etihad Guest Miles and no cash donations can be made through the Reward Shop. There is no minimum donation requirement. – we should include a clause stating that Etihad Guest will not issue an invoice against donations made and/or how much the miles donated is equivalent to cash.
- 8.2.3. Raffle: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing raffle tickets for such amount of Etihad Guest Miles as is specified in the Reward Shop for each specific raffle, provided that you have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account. Raffle tickets can only be redeemed against Etihad Guest Miles and no raffle tickets can be purchased in cash. You have the possibility to purchase multiple raffle tickets for the same draw. Winners of the raffle will be informed by email.
- 8.2.4. Bidding: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing Rewards by auction. Auction bids can be settled either using Etihad Guest Miles or using the Cash + Miles option. Decisions as to what constitutes a qualifying bid, as well as exceptions, will be made at our sole discretion. Although such rules and these Terms and Conditions refer to the term “auction”, it is important to note that neither we nor the shop operator is an "auctioneer” in the traditional sense. Instead, we allow you to bid for, and acquire, Rewards offered by Merchants in the Reward Shop using bids (comprising Etihad Guest Miles or Cash + Miles) in an auction-style format commonly referred to as "auction". Winners of the auction will be informed by email after the expiration of the auction period specified in the Reward Shop.
8.3. Relationship between You and Merchant
- 8.3.1. Every time you purchase, by auction or otherwise, or are awarded, a Reward via the Reward Shop, you enter into a direct agreement with the relevant Merchant. We and the operator of the Reward Shop only provide the access and the technical platform for you to directly acquire Rewards from the Merchant, whether it is through buying, auctions or raffles. Neither we nor the operator of the Reward Shop becomes party to the legal transaction between you and the Merchant. The relationship between you and the Merchant is exclusively governed by the specific applicable terms and conditions of the Merchant. We strongly recommend that you check the terms and conditions of the Merchant prior to acquiring any Reward. Please contact the merchant in case of non-delivery of the reward beyond the estimated delivery time stipulated on the order confirmation page. Any non-delivery claims received later than 3 months from order date can no longer be processed.
8.4. Reward Payment
- 8.4.1. When purchasing Rewards via the Reward Shop, you can pay for such Rewards either (i) with Etihad Guest Miles, or (ii) (if via the ‘Bidding’ or ‘Buying’ function) using the Cash + Miles option.
- 8.4.2. Cash Payment by Credit Card: For cash payments by credit card, the Reward Shop uses a secure Credit Card Internet Gateway Service (3D Secured/Verified by Visa). The amount as indicated in the Reward Shop for the respective Reward will be collected on behalf of the Merchant.
- 8.4.3. Payment with Etihad Guest Miles: You have the option to purchase a Reward by redeeming such amount of Etihad Guest Miles as indicated for each Reward in the Reward Shop, provided that you have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account at the time of purchasing a Reward. Etihad Guest Miles that are not yet accrued and credited to your Etihad Guest Membership account at the time you place the purchase order are not available for Reward purchase. Etihad Guest Miles are deducted from your Etihad Guest Membership account as soon as the Reward is purchased.
- 8.4.4. The amount of Etihad Guest Miles necessary for the purchase of a Reward is determined by us and we have the right, at any time, to change the amount of Etihad Guest Miles necessary to purchase a Reward in the Reward Shop. The ratio of Etihad Guest Miles as against a cash amount can differ across different Rewards and can be determined and/or changed by us at any time and at our sole discretion.
- 8.4.5. The conversion of Etihad Guest Miles into cash and the payment of such cash amount to you (or any transactions of a similar nature) is not possible, not even in case of return of the Reward or the cancellation by you of your Etihad Guest membership.
- 8.4.6. Any Rewards purchased by you against the redemption of Etihad Guest Miles that have not been properly debited to your Etihad Guest membership account can be reclaimed by us at any time without compensation.
- 8.4.7. With regard to the Cash + Miles option, the ratio between the amount of cash and Etihad Guest Miles necessary for the purchase of a Reward is determined, and can be changed, by us at any time and at our sole discretion
8.5. Terms of Reward Redemption
- 8.5.1. You agree and acknowledge that additional separate terms and conditions dictated by the relevant Merchant will apply to any Reward redemptions via the Reward Shop. You agree to abide to such applicable terms and conditions, including but not limited to, rules and restrictions on availability, shipment and delivery terms, notification of defects, return and refund policies, money back guarantees and claim for damages.
- 8.5.2. Where indicated, the prices on the Reward Shop include shipping fees. For some Rewards you may be charged for shipping fees, and may bear in addition, local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.
8.6. Returned, Delayed and Defective Rewards
- 8.6.1. By purchasing Rewards in the Reward Shop, you expressly agree and accept that any claim, compensation or damage for failed, wrong or delayed handling and for returned, defective or faulty Rewards can only and exclusively be made against the relevant Merchant, in accordance with the Merchant’s applicable terms and conditions. Any complaints for failed, wrong or delayed deliveries or returned, defective or faulty Rewards must be addressed directly and exclusively to the Merchant. Any refunds will be in the same form and currency as the original method of payment.
- 8.6.2. In the case of
- (i) returns in accordance with the applicable terms and conditions of the relevant Merchant, or
- (ii) unsuccessful delivery due to your fault (e.g., insufficient or incorrect delivery address or no physical acceptance of Reward at delivery address) you may be charged with incurred credit card fees, additional shipping and handling fees, and any other taxes and expenses in connection therewith. You may be required to pay these charges using Etihad Guest Miles or Cash + Miles, depending on the nature of the original redemption transaction.
- 8.6.3. The delivery times indicated on the Reward Shop are non-binding estimates only. Delays can and do happen for various reasons. You cannot withdraw from a Reward purchase or get compensation due to delivery times exceeding the estimated delivery time indicated on the Reward Shop.
- 8.6.4. Where you have purchased vouchers or gift certificates via the Reward Shop, and such vouchers or gift certificates have not arrived at your shipping location within 15 days of the shipment date, we may, upon a written request from you which must be received by us within 60 days of the shipment date, cancel and replace such purchase order, provided that you submit a properly completed affidavit of claimant. Upon receipt of such affidavit, we will initiate a review process. The vouchers or gift certificates may or may not be replaced, depending upon the outcome of such review. We will not cancel and replace a purchase order for vouchers or gift certificates if the affidavit of claimant was not received within the 60 day period from date of shipment. To initiate the investigation, you should contact the Etihad Guest Service Centre. Other than as expressly specified in this clause 8.6.4., vouchers and gift certificates will not be replaced if lost, stolen, destroyed or expired.
8.7.Raffles
- 8.7.1. Eligibility: To be eligible to participate in a raffle, you must meet the eligibility requirements described in clause 2 of these Terms and Conditions. You must have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account, at the time of purchasing a raffle ticket. Etihad Guest Miles that are not yet accrued and credited to your Etihad Guest Membership account at the time you place a purchase order for raffle tickets are not available for the purchase of raffle tickets. Etihad Guest Miles are deducted from your Etihad Guest Membership account as soon as a raffle ticket is purchased.
- 8.7.2. Specific Raffle Rules:
- a) In order to participate in a raffle you must purchase at least one raffle ticket. You have the possibility to purchase multiple raffle tickets for the same draw. Multiple raffle tickets will mean multiple raffle entries and therefore multiple chances to win in the draw.
- b) The purchase of a raffle ticket, and therefore the participation in the specific draw, is considered "completed" once you see the respective confirmation page. In case the purchase for a raffle ticket is interrupted and the confirmation page is not displayed, you must repeat the purchase process.
- c) After the purchase of a raffle ticket, you will automatically participate in the specific draw to which the purchased raffle ticket relates.
- d) The sale of raffle tickets for a specific raffle closes when the specified number of Etihad Guest Miles has been redeemed against raffle tickets for the specific raffle in question. The raffle period, time and date of draw and all other applicable terms will be established by us for each raffle and will be published on the Reward Shop at least 30 days prior to the draw to which the information relates.
- e) After a raffle is closed, a blind draw of one winning ticket and two substitute tickets from all sold tickets will be held no later than 15 days after the closure of a raffle. The winner will be the person whose ticket number is first chosen at the blind draw. Our decision will be final and binding on all entrants and no correspondence or discussions will be entered into in this regard.
- f) The winner will be informed by email. The winner will be required to provide us with a copy of the confirmation page in respect of its winning ticket and confirm their identity and legal age by sending us the relevant page of their passport, driving license or national identity card. Following our receipt and verification of such details, documents and information, the winner will be contacted in order to make arrangements for delivery of the raffle Reward.
- g) If you are the winner of a raffle via the Reward Shop, we may ask that you allow us to use your name, place of residence (country and state only) and the number of Etihad Guest Miles invested in the respective raffle, to be displayed in the Reward Shop for a certain period following the raffle.
- h) The conversion of a raffle Reward into a cash amount and the payment of such cash amount to the winner (or any transactions of a similar nature) is not possible.
- i) We will store the winning prize free of charge for 15 days after notifying the winner. If the Reward is not claimed (in accordance with clause 8.7.2(f)) by the expiration of this 15 day period, a storage charge may be applied.
- j) In case the winner does not, for any reason whatsoever, accept or claim a raffle Reward, or should it be determined that the winner was not eligible to participate in or was expelled from the raffle for any reason, such winner shall forfeit all Etihad Guest Miles redeemed for such Reward item and the Reward shall be awarded to the substitute winners, in the sequence of their draw. If necessary, a new winner shall be drawn from the existing raffle ticket pool.
- k) We reserve the right to cancel any raffle, for any reason, before or after all or some of the raffle tickets have been sold. In these circumstances we will return the relevant ticket purchase cost (i.e. the amount of Etihad Guest Miles redeemed for the relevant raffle tickets) to all participants in the cancelled raffle without obligation to pay any interest whatsoever.
- l) By purchasing a raffle ticket in the Reward Shop, you confirm that you are not breaching any laws regarding the legality of entering the raffle. If you participate in the raffle where applicable law/jurisdiction prohibits raffles and/or raffle participation, we reserve the right to cancel your entitlement to the raffle Reward (and neither us, nor the shop operator or relevant Merchant shall have any obligation or liability to you in respect of non-delivery of the raffle Reward) and we may still deduct the relevant amount of Etihad Guest Miles from your Etihad Guest membership account. Neither we nor the operator of the Reward Shop is responsible or liable if you enter into any raffle unlawfully. If in any doubt you should check with the relevant authorities.
8.8. Auctions
- 8.8.1. Eligibility: To be eligible to participate in an auction, you must meet the eligibility requirements described in clause 2 of these Terms and Conditions. You must have a minimum of 1 available Etihad Guest Mile standing to the credit of your Etihad Guest Membership account at the time of placing a bid.
- 8.8.2. Specific Bidding Rules:
- a) For each specific auction Reward you wish to bid for, you must place the required minimum bid in Etihad Guest Miles. In case your bid exceeds the number of available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account at the time of placing the bid, and provided you have the winning bid, at the time of auction closure, the bid amount will have to be settled in accordance with clause 8.8.2.(k).
- b) For auctions where you can specify and place a maximum bid, the system will place bidding iterations on your behalf until your specified maximum bid is reached. If you have placed a maximum bid (which is higher than the required minimum bid), the system will automatically increase your bid on your behalf, using only as much of your maximum bid (and subject to not exceeding your maximum bid) as is required to keep you in the winning lot. The maximum bid is the highest price, in Etihad Guest Miles, which you have specified and placed as the maximum amount that you are willing to pay for the specific auction Reward.
- c) Multiple quantities of the same Reward items may be listed as a multi-item auction. In a multi-item auction bidders must specify both the quantity of items they want to bid for and the bid price per item.
- d) If during your bid placement process, another Member places a bid before you in respect of the same Reward auction, then the system will prompt you when you submit your bid and in that case you will have to modify your bid amount based on the modified minimum bid.
- e) The system will not allow you to place a bid for a Reward auction whilst a bidding iteration for that same Reward auction is in progress, and you will see a message informing you of the same.
- f) The system will not allow you to place a bid for a Reward auction if you have already placed a bid for the same Reward auction at, and your bid has not reached, your maximum bid.
- g) The bidding period, minimum Etihad Guest Miles requirement, bid increments depending on Reward value, and all other applicable terms will be established by us for each Reward auction item and will be published on the Reward Shop.
- h) A bid is considered "completed" once the respective confirmation page is displayed. If the respective confirmation page is not displayed, you must resubmit your bid after checking ‘My Auctions’ page under ‘My Rewards.’
- i) Once a bid is completed, you cannot retract or withdraw your bid nor can the bid be decreased. However, your bid can be increased by you at any time during the ongoing bidding process by placing a higher bid (subject to clause 8.8.2(f)).
- j) Any bids registered after the bidding period for the relevant Reward auction has elapsed, will not be eligible for participation in the relevant Reward auction.
- k) Should your bid be determined the winning bid, this will constitute a legally binding contract and you will receive an email notification with a link to the 'My Auctions' section of the Etihad Guest Reward Shop. You will then have to settle the winning bid amount as stated in the ‘Auction Details’ either wholly in Etihad Guest Miles, cash or Cash + Miles, depending on the number of available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account. If you fail to settle your winning bid amount in full within 14 days, all Etihad Guest Miles standing to the credit of your Etihad Guest membership account will be forfeited and we may cancel your membership pursuant to clause 2.4.2 of these Terms and Conditions.
- l) The auction Reward will only be awarded and delivered to you after the bid amount has been paid and settled in full in accordance with clause 8.8.2.(k).
- m) If you are the winner of a Reward Auction, we may ask that you allow us to use your name, place of residence (country and state only) and the number of Etihad Guest invested in the respective auction can be displayed in the Reward Shop for a certain period following the auction.
- n) Should it be determined (by us, in our sole discretion) that the winner was not eligible to participate or was expelled from participating in the relevant Reward auction for any reason, the next highest bidder will be deemed to be the winner.
- o) By participating in a Reward auction via the Reward Shop, you confirm that you are not breaching any laws regarding the legality of participating in such auction. Neither us nor the operator of the Reward Shop is responsible or liable if you enter into any auction unlawfully. If in any doubt you should check with the relevant authorities.
9.Miscellaneous
9.1. Personal Information
- 9.1.1. Any personal information about you which you supply us with or we collect about you is governed by Etihad Guest’s privacy policy, a copy of which is available for review on the Etihad Guest Website, together with information about cookies and the use of cookies, and the terms of which shall be deemed to be incorporated into these Terms and Conditions.
9.2. No Warranties
- 9.2.1. Buying: All Rewards and other content on the Etihad Guest Website or displayed in the Reward Shop or obtained from websites linked to the Etihad Guest Website or the Reward Shop (“Linked Site”) are, to the fullest extent permitted by applicable law, provided to you on an “as is” basis without warranty of any kind from us either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy.
- 9.2.2. We do not warrant or represent that the content on the Etihad Guest Website or any Linked Site is complete or up-to-date. We are under no obligation to update any content on the Etihad Guest Website or any Linked Sites. We may change the content on or make improvement or changes of the Etihad Guest Website at any time without notice.
9.3. Limitation of Liability
- 9.3.1. The information, products, and descriptions of Rewards and other services published on the Etihad Guest Website or a Linked Site may include inaccuracies or typographical errors, and we (and the operator of the Reward Shop) specifically disclaim any liability for such inaccuracies and errors. Other than to the extent required under applicable laws, under no circumstance will we or the shop operator be liable for any loss or damage caused by your reliance on information obtained through the Reward Shop or any Linked Site or your reliance on any Reward obtained from the Reward Shop or the use of any Linked Site.
- 9.3.2. You agree that neither us, nor our affiliates or the shop operator (or any of our or their respective officers, directors, employers, or agents) will be liable, whether in contract, tort, strict liability or otherwise, for any loss of profits, loss of opportunity, loss of data, damage to goodwill or for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation, the cost of procuring substitute service) arising out of or in connection with Rewards or the use of the Etihad Guest Website or a Linked Site, or with the delay or inability to use the Etihad Guest Website or a Linked Site, or any breach of these Terms and Conditions, even if we are made aware of the possibility of such damages. In addition, neither we nor our affiliates or the shop operator (nor any of our or their respective officers, directors, employees or agents) shall be liable, whether in contract, tort, strict liability or otherwise for any loss, cost, damage or expense suffered or incurred in relation to the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. We cannot and do not guarantee continuous, uninterrupted or secure access to the Etihad Guest Website or the Linked Sites.
- 9.3.3. You expressly acknowledge and agree that Merchants are independent contractors none of whom are employees or agents of ours or the shop operator. Neither we nor the shop operator is liable for the acts, errors, omissions, representations, warranties or negligence of Merchants. Neither us, nor the shop operator, shall be responsible for or liable to you in connection with any restrictions, qualifications, or other terms and conditions imposed by the Merchant on any Reward items. As far as permissible by applicable law, we (the operator of the Reward Shop) hereby disclaim any product or other liability, whether based on contract, tort, strict liability or otherwise, including without limitation liability for any direct, punitive, special, consequential, incidental or indirect damages, in connection with the Rewards provided by any Merchant through the Reward Shop, including without limitation liability for any act, error, omission, injury, loss, accident, delay or irregularity which may be incurred through the fault, negligent or otherwise, of such Merchant and you hereby expressly exonerate us from any liability with respect to the same.
- 9.3.4. We reserve the right to seek all remedies available at law and in equity for any misuse of the Etihad Guest Website or the Reward Shop and/or violations of these Terms and Conditions, including the right to block access to the Etihad Guest Website from particular internet addresses and to exclude you from accessing the Reward Shop. You are deemed to have consented to receive communication from us electronically and you agree that such electronic communication satisfies any legal requirements that such communications be in writing.
9.4. Copy Rights/Trade Marks
- 9.4.1. The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Etihad Guest Website are our property or the property of the shop operator, a Merchant or an Etihad Guest Partner, as the case may be. You are prohibited from using any Marks for any purpose including, but not limited to, the use as metatags on other pages or sites on the internet without our written permission, or the written permission of such other party which may own the Marks. All information and content including any software programs available on or through the Etihad Guest Website (collectively referred to as "Content") is protected by copyright. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Etihad Guest Website for commercial or public purposes. You take note that one or more patents apply to the features and services accessible via the Etihad Guest Website and the Reward Shop, including without limitation: Loylogic’s U.S. utility patent application Nr. 11/117,225.
9.5. Access to Password Protected/Secure Areas
- 9.5.1. Access to and use of password protected and/or secure areas of the Etihad Guest Website and the Reward Shop is restricted to authorized persons only. Unauthorized individuals attempting to access these areas of the Etihad Guest Website or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account details and password, and for restricting access to your computer to prevent unauthorized access to the Etihad Guest Website and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.
- 9.5.2. We will not contact you by, way of telephone call or email, asking for your Etihad Guest Membership account personal information such as passwords/PINs/userid, etc. It is your responsibility to report any suspected privacy violation or other related security issues to us. We will ensure that appropriate measures are in place to protect your personal information which is held by us.
9.6. Exchange Rates
- 9.6.1. All exchanges rates displayed on the Etihad Guest Website in connection with any Reward transactions are under license from XE.com.
10. Auditing
- 10.1.1. We reserve the right to audit any and all Etihad Guest membership accounts at any time and without notice to you, in order to ensure compliance with the Etihad Guest Programme rules and applicable conditions of carriage and/or tariffs.
- 10.1.2. In the event that an audit reveals discrepancies or violations, the processing of Rewards or statements of account may be delayed until the discrepancies are resolved to our satisfaction.
- 10.1.3. If you suspect that you've RECEIVED a fraudulent e-mail that appears to be from Etihad Airways, do not respond. Never click on any link that seems suspicious nor provide any personal information.
- 1. Forward the email to guestinformation@etihadguest.com
- 2. Delete the email If you have responded or disclosed your personal information to a possible fraudulent message, notify the above email address.
11. Changes or Termination of the Etihad Guest Programme
- 11.1. We may change the rules applicable to the Etihad Guest programme (including all or part of these Terms and Conditions) in whole or in part, at any time without notice. However we will make reasonable efforts to give you prior notice of the changes and any such changes to the rules applicable to the Etihad Guest programme shall apply with effect from the first date of their publication.
- 11.2. We have the right to terminate the Etihad Guest programme at any time. We will make reasonable efforts to give you prior notice of the termination of the Etihad Guest programme.
- 11.3. We reserve the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions made by us shall be final and conclusive in each case. These Terms and Conditions supersede all previously published terms and conditions in respect of the Etihad Guest programme.
- 11.4. We, in our sole judgment, reserve the right to disqualify you from further participation in the Etihad Guest programme, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used, if we deem that you have engaged in willful misconduct or have breached any of the Terms and Conditions governing the Etihad Guest programme including but not limited to: failure to follow our policies and procedures, the sale or barter of Rewards or tickets, any misrepresentation of facts relating to the earning or redemption of Rewards or any other improper conduct as determined by us including but not limited to infraction of the tariffs of any airline Etihad Guest Partner, any untoward behaviour with reference to any of our employees or refusal to honour our employees' instructions. At no time may Etihad Guest mileage credit or award tickets be purchased, sold or bartered. Any such mileage or tickets are void if transferred for cash or other consideration. Violators (including any passenger who uses a purchased or bartered award ticket) may be liable for damages. Use of award tickets that have been acquired by purchase or for any other consideration may result in the cancellation of the tickets or the passenger being denied boarding. If a trip has been started, any such travel will be at the passenger's expense on a full-fare basis. The passenger and the member who violate these terms and conditions may also be liable to Etihad Airways for the cost of a full fare ticket for any segments flown on a sold or bartered ticket. Fraud, misrepresentation, abuse or violation of applicable rules (including, but not limited to Etihad’s conditions of carriage, tariffs and Etihad Guest program rules) is subject to appropriate administrative and/or legal action by appropriate governmental authorities and Etihad Airways. Such action may include, without limitation, the forfeiture of all award tickets, and any accrued mileage in a member's account, as well as cancellation of the account and the member's future participation in the Etihad Guest program. In addition, Etihad Airways reserves the right to take an appropriate legal action to recover damages, including its attorney fees incurred in prosecuting any lawsuit.
- 11.5. We shall not be liable for any loss or damage, whether direct or indirect, resulting from the termination or change of the Etihad Guest programme or any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme (including without limitation, the withdrawal of any Etihad Guest Partner(s) from participation in the Etihad Guest programme, or the withdrawal or limitation of any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme). Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments will have no value upon termination of the Etihad Guest programme.
12. Law and Jurisdiction
- 12.1. These Terms and Conditions and the relationship between us and you are governed by UAE laws as applied in the Emirate of Abu Dhabi and laws of Abu Dhabi. By completing and submitting an Enrolment Form to join the Etihad Guest programme, you are agreeing to submit to the exclusive jurisdiction of Abu Dhabi courts.
- 12.2. If in any jurisdiction, the Etihad Guest programme, the issue of Etihad Guest Miles or the redemption of any Reward is unlawful, then to the extent that the laws of that jurisdiction are applicable, the issue or redemption of Etihad Guest Miles or Rewards and any related documents are void.
13.Definitions
- In the above Terms and Conditions, unless the context otherwise requires:
“1Mile redemption” means the option to redeem one (1) Etihad Guest Mile (in combination with cash) for the purchase of a Reward, as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Cash + Miles” means the ability for a Member to redeem their Etihad Guest Miles for a Reward using a combination of cash and Etihad Guest Miles.
“Child” means a person between the ages of two (2) to twelve (12) (inclusive), and “Children” shall be construed accordingly.
“Enrolment Form” means the form prescribed by us which is required to be completed by you and submitted to us in order to assess eligibility for membership of the Etihad Guest programme.
"Etihad Airways" means Etihad Airways PJSC, the national airline of the United Arab Emirates established by Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, U.A.E.
“Etihad Chauffeur” means the airport transfer executive chauffeur service known as ‘Etihad Chauffeur’ and which is available to certain passengers of Etihad Airways.
“Etihad Guest” means the loyalty programme developed and offered by us to reward Members who frequently travel with airlines that are Etihad Guest Partners and to reward Members who use qualifying services/products of non-airline Etihad Guest Partners.
“Etihad Guest Card” means the membership card issued to each Member and bearing the Etihad Guest Number in respect of that Member.
“Etihad Guest Platinum Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Platinum.
“Etihad Guest Gold Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Gold.
"Etihad Guest Miles" means the ‘miles’ awarded to a Member by us for travel on Qualifying Flights (under Revenue Tickets) and/or by purchasing products and services from our Etihad Guest Partners, in accordance with and as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Etihad Guest Number” means the distinctive membership number allocated to each Member in respect of that Member’s Etihad Guest membership account.
"Etihad Guest Partners" means an airline or a non-airline entity participating in the Etihad Guest programme (including Merchants) whose qualifying flights/services/products: (i) would earn Etihad Guest Miles, when purchased or (ii) can be purchased against the redemption of Etihad Guest Miles, in each case as specified in these Terms and Conditions, the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. Or (iii) would offer a discount or added value when purchased.
"Etihad Guest Service Centre" means the telephone contact centre identified on the Etihad Guest Website as fully authorized and equipped to provide the requisite range of services offered under the Etihad Guest programme.
“Etihad Guest Silver Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Silver.
“Etihad Guest Tier Miles” means the ‘miles’ awarded to a Member by us which count towards that Member’s progression into Etihad Guest Silver tier status or from one Etihad Guest Tier Status to another (higher) Etihad Guest Tier Status.
“Etihad Guest Tier Qualifying Flights” means those flights in respect of which Members are eligible to earn Etihad Guest Tier Miles and/or Etihad Guest Tier Segments as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Etihad Guest Tier Segments” means the number of flight segments accrued by a Member that count towards that Member’s progression into Etihad Guest Silver tier status or from one Etihad Guest Tier Status to another (higher) Etihad Guest Tier Status.
“Etihad Guest Tier Status” means the status level of a Member, derived from the accumulation of Etihad Guest Tier Miles and/or Etihad Guest Tier Segments. These tier status levels may be Etihad Guest Silver, Etihad Guest Gold or Etihad Guest Platinum.
“Etihad Guest Website” means the website operated by us, as updated from time to time, the address of which is at www.etihadguest.com or such other address as may be notified to you from time to time.
“Family Guest” means any Member belonging to a Family Membership, excluding the Family Head.
“Family Head” means the Member who is nominated as such in respect of a particular Family Membership pursuant to clause 3 of these Terms and Conditions and whose account is credited with the Etihad Guest Miles of all of the Family Guests within that Family Membership.
“Family Membership” means a group Etihad Guest membership set up as described in clause 3 of these Terms and Conditions.
“Flight Reward” means a Reward which is a flight ticket, an Upgrade Reward or an increase in baggage allowance in respect of a flight, in each case as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“GuestSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is as specified by the Mileage Calculator.
“Infant” means a person under the age of two (2).
“Member” means any person that subscribes to, and has been accepted by us into, the Etihad Guest programme.
“Merchant” shall mean any third party supplier.
“Mileage Calculator” means the tool, which is available on the Etihad Guest Website, which specifies the number of Etihad Guest Miles which are required to be redeemed for certain Rewards and the number of |Guest miles, the member will earn on a specific route depending upon the member’s tier level and the |RBD or booking class on the ticket.
“Non-Flight Reward” means a Reward which is not a Flight Reward, including any redemption of Etihad Guest Miles via the Reward Shop.
“OpenSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is based upon the commercial fare for tickets in respect of that particular flight.
“Qualifying Fares” means those airline fares which qualify for the accrual of Etihad Guest Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. The following fare types will not qualify for the accrual of Etihad Guest Miles: travel industry reduced rates,redemption fares (N, I and O Class) free or non-revenue tickets, charter flights, bus routes and any other fares that are from time to time declared by us to be ineligible for accrual of Etihad Guest Miles.
“Qualifying Flight” means those flights in respect of which Members are eligible to earn Etihad Guest Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Revenue Ticket” means a flight ticket in respect of a Qualifying Fare.
"Reward" means the benefit (being either a Flight Reward or a Non-Flight Reward) a Member acquires through the Etihad Guest programme by redeeming Etihad Guest Miles in accordance with, and as specified in, these Terms and Conditions and the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Reward Shop” means an online platform through which we make available certain Rewards which you may redeem against Etihad Guest Miles in accordance with the following four redemption types: ‘Buying’, ‘Donating’, ‘Raffle’ and ‘Bidding’.
“Slider Tool” means the dynamic device, which is available on the Etihad Guest Website, that allows Members to view the relative quantity of Etihad Guest Miles and cash that they need for a specified Reward.
“Spouse” means one’s husband or wife by lawful marriage in accordance with the applicable law.
“Terms and Conditions” means these terms and conditions, which include the Etihad Guest privacy policy (a copy of which is available for review on the Etihad Guest Website) together with information about cookies and the use of cookies.
“Upgrade Reward” means the ability for a Member to redeem their Etihad Guest Miles for travel in a higher flight cabin class pursuant to clauses 8.5 and 8.6 of these Terms and Conditions.
“We”, “we”, “us”, “Our(s)” and “our(s)” means the owner and operator of the Etihad Guest programme being Etihad Guest LLC, a company incorporated under the laws of the Emirate of Abu Dhabi.
Introduction
These Terms and Conditions form the basis of the Etihad Guest programme. They apply to the relationship between you (being a Member (or prospective Member) of the Etihad Guest programme, and terms such as ‘you’ and ‘your(s)’ shall be construed accordingly) and us, and are intended to protect both you and us. It is your responsibility to read and understand them: they contain very important information about your rights and obligations, as well as limitations and exclusions that may apply. In these Terms and Conditions, the words defined in clause 14 shall have the meanings given to them in that clause. These Terms and Conditions are effective as at the date of their publication and may be changed/modified by us at any time.
Terms and Conditions Clauses
1. Membership
- 1.1 Enrolment
- 1.1.1 By completing and submitting an Enrolment Form to join the Etihad Guest programme you are signifying your acceptance of these Terms and Conditions.
- 1.1.2 Subject to local laws, application to join the Etihad Guest programme is open to any individual who is at least two years of age.
- 1.1.3. Unless we expressly specify otherwise (at our sole discretion), membership of the Etihad Guest programme is open only to individuals, it is not open to companies, trusts, partnerships or other entities.
- 1.1.4. Etihad Guest membership is not transferable.
- 1.1.6. Each Enrolment Form has to be submitted with a unique email address (i.e. the email address must not be the same as one which is already in use by a Member). For Enrolment Forms in respect of Children, it is not mandatory to submit an email address with the Enrolment Form.
- 1.1.7. Subject to our acceptance of your Enrolment Form, the start date of your membership of the Etihad Guest programme will be the date on which your Enrolment Form was submitted via the Etihad Guest Website or the Etihad Guest Service Centre or otherwise submitted in accordance with the directions specified on the Enrolment Form. If your application for Etihad Guest membership is rejected, then all benefits that may otherwise have been accrued will be null and void.
- 1.1.8. It is your responsibility to ensure that you take appropriate care of your Etihad Guest Card and your Etihad Guest Number to prevent unauthorized persons from accessing your Etihad Guest membership account.
- 1.1.5. To apply for Etihad Guest membership, you must complete the Enrolment Form and provide all mandatory details. Enrolment Forms in respect of individuals less than 18 years of age must be completed on their behalf by their legal parent or a guardian. The right to redeem Etihad Guest Miles can be only be exercised by Members who can enter into legally binding contracts under applicable law.
- 1.1.9. When you apply for Etihad Guest membership, you will either select a secure password, or one will be supplied to you. This password will be used to authenticate your identity when accessing certain areas of the Etihad Guest Website or performing transactions via the Etihad Guest Website.
- 1.1.10. You should not disclose your password to another person. Please make sure that your password is not written down and kept with your Etihad Guest Card.
- 1.1.11 We may accept or reject any application for Etihad Guest membership, at our sole discretion.
- 1.1.12 Any bonus offer for bonus miles when joining the Etihad Guest Membership is contingent upon the Etihad Guest member engaging in a covered airline travel activity, such as purchasing a revenue ticket on Etihad Airways, Air Serbia or Air Seychelles.
- 1.2. Etihad Guest Cards
- 1.1.1 By completing and submitting an Enrolment Form to join the Etihad Guest programme you are signifying your acceptance of these Terms and Conditions.
- 1.2.2. The Etihad Guest Card may only be used by the person named on that card. The Etihad Guest Card is not a credit card and is used for the purpose of identification only.
- 1.2.3. The Etihad Guest Card is our property and it must be returned whenever requested.
- 1.2.4. We and our Etihad Guest Partners have the right to require you to produce your Etihad Guest Card and/or quote your Etihad Guest Number at any time while booking, ticketing, or while travelling on or claiming a Reward.
- 1.3. Loss or Damage of Etihad Guest Card
- 1.3.1. In the event of loss, theft or unauthorized use of your Etihad Guest Card, it is your responsibility to inform us as soon as possible. You are liable for all use of your Etihad Guest Card (including without limitation, use of your Etihad Guest Number) until we are notified of the loss, theft or unauthorized use of your Etihad Guest Card.
- 1.3.2. Etihad Guest Cards that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest Cards will be subject to a charge of 500 Etihad Guest Miles. Etihad Guest Silver Members and Etihad Guest Gold Members will be allowed to have a replacement Etihad Guest Card free of charge provided that a free replacement Etihad Guest Card has not previously been issued to the relevant Member in the immediately preceding 12 month period. Etihad Guest Platinum Members will be allowed to have Etihad Guest Card replacements anytime free of charge
- 1.3.3. Etihad Guest luggage tags that have been lost or misplaced can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest luggage tags will be subject to a charge of 1,000 Etihad Guest Miles. Etihad Guest Platinum Members will be allowed to have Etihad Guest luggage tag replacements anytime free of charge.
- 1.3.4. If you request to replace your Etihad Guest Card and Etihad Guest luggage tags at the same time, the combined charge (where applicable) will be 1,250 Etihad Guest Miles.
- 1.4. Cancellation of Membership
- 1.4.1. You may at any time cancel your Etihad Guest membership by providing written notice to us. Following receipt of your notice, we will cancel the relevant Etihad Guest membership and (subject to the provisions of these Terms and Conditions relating to Family Membership) all accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments credited to your Etihad Guest membership account will immediately expire. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments.
- 1.4.2. We retain the right to cancel your Etihad Guest membership in the event of any breach of these Terms and Conditions. Any Reward booking made by you, either before or after the date of breach, will be subject to review, and possible cancellation, by us at our sole discretion.
- 1.4.3. After a continuous period of thirty six months of inactivity with respect to your Etihad Guest membership account, we reserve the right to terminate your Etihad Guest membership.
- 1.4.4. A Member’s Etihad Guest membership will be automatically terminated upon that Member’s death. Where a deceased Member was designated as a Family Head with respect to a Family Membership, the Family Membership is automatically terminated upon the death of the Family Head such that the Etihad Guest membership accounts of all Family Guests within that Family Membership are de-linked and they each become individual Members. Upon termination of membership, all accumulated Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments standing to the credit of the deceased Member’s Etihad Guest membership account will immediately expire. However, we may, at our sole discretion (and subject to receipt of all reasonably requested documentation, including but not limited to, a certified copy of the death certificate, will and/or legal heir certificate):
- 1.4.4.1. reinstate Etihad Guest Miles in favor of the spouse or heirs of the deceased Member upon application of the deceased Member’s spouse or legal representative; or
- 1.4.4.2. in the case of a Family Membership:
- 1.4.4.2.1. where the deceased is a Family Guest, all Etihad Guest Miles attributable to the deceased Member will continue to form part of the Etihad Guest membership account of the Family Head; or
- 1.4.4.2.2. where the deceased is a Family Head, reinstate Etihad Guest Miles in accordance with clause 1.4.4.1.
- 1.5. Misuse and/or Fraud
- 1.5.1. Any misuse of Rewards or any other features, benefits and services provided to you as a Member, is prohibited and will cause your Etihad Guest membership to be cancelled with immediate effect unless we decide otherwise. Misuse includes, but is not limited to:
- -Engaging in any illegal or fraudulent activities;
- -Giving misleading information to us, our Etihad Guest Partners and/or any representatives of ours and/or our Etihad Guest Partners;
- -Selling, transferring and/or purchasing any Rewards, Etihad Guest Miles, Etihad Guest Tier Miles or Etihad Guest Tier Segments, other than where expressly authorized by us or in accordance with the express provisions of these Terms and Conditions; or
- -Refusing to follow instructions given by us and/or our representatives in order to audit your Etihad Guest membership account.
- 1.5.2. We have the right to investigate your Etihad Guest membership account. You will be notified if any investigation requires additional information and you will have 14 days to provide the information requested. During any investigation, you may not be able to use your Etihad Guest membership account and/or accumulated Etihad Guest Miles for any redemptions for Rewards.
- 1.5.3. We may choose to take legal action against any Member whom we find to be in breach of any provision of these Terms and Conditions.
2. Family Membership
- 2.1. Etihad Guest Members from the same family may elect to pool their Etihad Guest Miles by starting a Family Membership. One person from the family must be designated as the Family Head. The Family Head may apply to nominate a maximum of eight Family Guests to be enrolled into the Family Membership.
- 2.2. The Family Head is required to be a minimum of 21 years of age.
- 2.3. Persons eligible to become Family Guests are (with respect to the Family Head): brothers, sisters, father, mother, spouse(s), children, grandchildren, grandparents, parents-in-law, step parents, step children, step siblings, step grandchildren, nieces, nephews and one household help.
- 2.4. We reserve the right to audit the relationships claimed by any Family Head and we may from time to time request documented proof of the relationships. In the case where the relevant documentation is not provided, the miles accrued by the family member to the Family Head’s account will be forfeited.
- 2.5. Each Family Guest and the Family Head will be issued with an individual Etihad Guest Card and Etihad Guest Number.
- 2.6. A Family Guest may only be registered in respect of one Family Membership. A Family Head can only be registered in respect of one Family Membership.
- 2.7. The Family Head and each Family Guest must be existing Etihad Guest Members (otherwise they must first become Members following which they can start or be nominated into a Family Membership (as the case may be). Once listed as a Family Guest, such members cannot be replaced for a period of 90 days.
- 2.8. All correspondence pertaining to the Family Membership will be sent to the Family Head only.
- 2.9. Family Guests and the Family Head will be able to accrue (and have credited to their own Etihad Guest membership accounts) Etihad Guest Tier Miles and Etihad Guest Tier Segments, and attain/maintain their own Etihad Guest Tier Status. In determining the Etihad Guest Tier Status of a Family Head, no account will be taken of Etihad Guest Miles and/or flight activity attributable to Family Guests. However, all Etihad Guest Miles earned by a Family Guest will be automatically transferred to and accumulated under the Etihad Guest membership account of the Family Head. The validity period of Etihad Guest Miles standing to the credit of the Family Head’s Etihad Guest membership account is based upon the Family Head’s Etihad Guest Tier Status and as further specified in clause 6.1.12.
- 2.10. The Family Head or (in respect of their own Etihad Guest membership only) the relevant Family Guest, may cancel the participation of a Family Guest at any time by giving written notice to us at the address specified on the ‘contact us’ page of the Etihad Guest Website or the process can be initiated by contacting the Etihad Guest Service Centre. The Etihad Guest Miles accumulated in the Family Membership will remain with the Family Head and are not transferable or divisible on cancellation of a Family Guest’s participation in a Family Membership. The Etihad Guest Tier Miles accumulated by the exiting Family Guest will remain with the existing Family Guest.
- 2.11. The Family Head maintains exclusive control of the Family Membership account and as such controls all redemptions made through the Family Membership. We are not obliged to honor or act upon any request by a Family Guest for redemption of Etihad Guest Miles.
- 2.12. We retain sole discretion to accept or reject any application for Family Membership and to cancel any Member’s Etihad Guest membership account in the event of breach of these Terms and Conditions.
3. Personal Data Changes
- 3.1. You will be required to provide us with a valid and up to date mailing/postal address and email address (which is optional in the case of Children). If you change your mailing/postal address and/or email address you should notify us via the Etihad Guest Service Centre or via the Etihad Guest Website as soon possible.
- 3.2. You must notify of us without delay, via the Etihad Guest Service Centre or via email, of any changes/corrections to your name and/or date of birth, a passport copy or relevant document is required and must be submitted to the Etihad Guest Services Centre via email.
- 3.3. If more than one Etihad Guest Number has been assigned to you in error or oversight, the Etihad Guest membership accounts in respect of all such Etihad Guest Numbers will be combined and the Etihad Guest Miles and Etihad Guest Tier Miles will be transferred to one single Etihad Guest membership account with one Etihad Guest Number, less any duplicated bonuses, benefits, Etihad Guest Miles and/or Etihad Guest Tier Miles, from the same activity. The other Etihad Guest Number(s) (and account(s)) will then be terminated.
- 3.4. This merging of accounts can be requested by you or it can be conducted at our sole discretion.
4. Guest Tiers
- 4.1. The number of Etihad Guest Tier Miles and/or Etihad Guest Tier Segments, required for qualification/re-qualification into each Etihad Guest Tier Status, and the benefits and privileges provided to members at each Etihad Guest Tier Status, are detailed on the Etihad Guest Website and are subject to change at any time without notice.
- 4.2. You may earn Etihad Guest Tier Miles and/or Etihad Guest Tier Segments by travelling on Etihad Guest Tier Qualifying Flights as specified on the Etihad Guest Website and/or as otherwise specified in our valid publications, as issued from time to time.
- 4.3. Once you have attained an Etihad Guest Tier Status prior to 30 September 2017 , your status is valid for the rest of that calendar year plus:
- 4.3.1. one year for Etihad Guest Silver Members; and
- 4.3.2. two years for Etihad Guest Gold Members and Etihad Guest Platinum Members.
- 4.4 If you have attained an Etihad Guest Tier Status after 30 September 2017, your Tier status is valid for:
- 4.4.1. one year for Etihad Guest Silver Members, Etihad Guest Gold and Etihad Guest Platinum Members.
- In addition you will enjoy the benefits of your Etihad Guest Tier Status for a bonus three month period immediately following the expiration of the periods mentioned specified in clauses 4.3.1,4.3.2 and 4.4.1 (as applicable).
5.1. Earning Etihad Guest Miles
- 5.1.1. You may earn Etihad Guest Miles from the start date of your Etihad Guest membership by travelling with, or by using products or services supplied by, our Etihad Guest Partners as specified (including the number of Etihad Guest Miles and any applicable bonus multiplier or bonus Etihad Guest Miles) on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. We may, in our sole discretion, make bonus awards of Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments either to Members generally, or to a selection of Members or to individual Members either as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications as issued from time to time or otherwise on a case by case basis.
- 5.1.2. To earn Etihad Guest Miles, you must quote your name and Etihad Guest Number and may be required to produce your Etihad Guest Card, at the time of reservation or check-in for a Qualifying Flight, and at the time of booking or paying for other qualifying products or services.
- 5.1.3. We reserve the right to make Etihad Guest Miles and promotional offers available to selected Members based on flight activity, geographic location, Etihad Guest programme participation or information supplied by the Member. The Terms and Conditions related to any of the promotional offers may be update/modified by us at any time without any prior notice.
- 5.1.4. Etihad Guest Miles earned in respect of Qualifying Flights will be issued to you only for flights actually flown by you and will be based on the class of the ticket you have paid for (and will not be based on any complimentary upgrades or Upgrade Rewards).
- 5.1.5. Only Qualifying Fares on flown Qualifying Flights qualify for the accrual of Etihad Guest Miles. Redemption fare classes N, I and O are ineligible booking classes for accrual.
- 5.1.6. Specific corporate deals/agreements may also be ineligible for accrual of Etihad Guest Miles. The corporate will be advised of the same directly.
- 5.1.7. Details of whether a codeshare flight is a Qualifying Flight can be found on the Etihad Guest Website.
- 5.1.8. Where applicable, if you use the Cash + Miles option against a purchase of a flight ticket bearing the Etihad Airways designator code and the flight is a Qualifying Flight operated by Etihad Airways, you will be eligible to accrue Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments only in respect of the cash part of that purchase as determined by us (having regard to your respective contributions of cash and Etihad Guest Miles) and rounding down to the nearest whole number.
- 5.1.9. Payments made for applicable taxes, fees and charges imposed by government or other authorities, or by the operator of an airport, shall not contribute to any accrual of Etihad Guest Miles.
- 5.1.10. Any services offered by non-airline Etihad Guest Partners at employee reduced rates may not qualify for the accrual of Etihad Guest Miles.
- 5.1.11. Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments have no cash value.
- 5.1.12. The validity period of Etihad Guest Miles is based upon your Etihad Guest Tier Status as follows:
- 5.1.12.1 Etihad Guest Miles are valid for 2 years from the date they are earned for Etihad Guest Members;
- 5.1.12.2 Etihad Guest Miles are valid for 2.5 years from the date they are earned for Etihad Guest Silver Members; and
- 5.1.12.3 Etihad Guest Miles are valid for 3 years from the date they are earned for Etihad Guest Gold Members and Etihad Guest Platinum members.
Unused Etihad Guest Miles will expire on the last date of the month in which they are due to expire.
- 5.1.13. Subject to the provisions of these Terms and Conditions relating to Family Membership, only you may authorize the deduction of Etihad Guest Miles or the issue of Rewards in respect of your Etihad Guest membership account.
- 5.1.14 Etihad Guest Miles will not be granted where a Qualifying Flight is cancelled for reasons beyond the control of the relevant airline Etihad Guest Partner, including but not limited to cancellations caused by adverse weather.
- 5.1.15 In case of flight disruptions, if you have not been rerouted and your ticket has been refunded, you will not accrue Etihad Guest Miles in respect of the Qualifying Flight.
- 5.1.16 In the event that your Qualifying Flight is replaced with an alternative flight due to unforeseen circumstances, you will still accrue Etihad Guest Miles based upon the Qualifying Flight which has been replaced, not for the actual route flown.
- 5.1.17 Etihad Guest Miles once credited to your account cannot be transferred to another frequent flyer programme and vice-versa. It is the member's responsibility to ensure that the correct membership number is quoted from the onset to ensure mileage earning on the desired programme.
5.2. Crediting Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments
- 5.2.1. It is the member’s responsibility to provide the correct information and to retain and provide the necessary documents (as may be requested by us or any of our Etihad Guest Partners), such as boarding passes, tickets and receipts in the event that Etihad Guest Miles and Etihad Guest Tier Miles and/or Etihad Guest Tier Segments are claimed.
- 5.2.2. We will credit your Etihad Guest membership account with Etihad Guest Miles and Etihad Guest Tier Miles or Etihad Guest Tier Segments (as applicable) which you have earned for a flown Qualifying Flight, irrespective of the identity of the person or the entity paying for the ticket or services. You are personally responsible for informing any third party or entity paying for the ticket or services, including but not limited to your employer, in respect of the advantages obtained by you through the Etihad Guest programme. Etihad Guest Miles earned in respect of Non-Flight Rewards will be credited to the account of the Member named on the relevant booking/order. Other than as expressly specified in these Terms and Conditions with respect to Family Membership, it is not possible to share the allocation of Etihad Guest Miles, Etihad Guest Tier Miles or Etihad Guest Tier Segments, and nor will the same be awarded to more than one Member in respect of the same Qualifying Flight or the same qualifying purchase.
- 5.2.3. Unless we expressly specify otherwise (at our sole discretion), Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) are only credited for flown Qualifying Flights and/or services and products actually supplied and paid for. In particular, no Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) will be earned in connection with flights, products or services which have been booked or ordered but cancelled prior to payment. We reserve the right to cancel/deduct any or all Etihad Guest Miles and Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) which may have been credited for flights, services or products not supplied or paid for.
- 5.2.4. Provided that you have given the necessary information at the time of ticketing / time of check-in, Etihad Guest Miles and Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) accrued for Qualifying Flights will be credited to your Etihad Guest membership account within 7 days of travel. Etihad Guest Miles accrued in respect of the purchase of a product or service (other than a Qualifying Flight) from any of our Etihad Guest Partners will be credited to your Etihad Guest membership account as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
5.3. Mileage Statements
- 5.3.1. Statements of Etihad Guest Miles will be issued to you periodically at our sole discretion. You can view your Etihad Guest membership account information online via the Etihad Guest Website
5.4. Retroactive Mileage Claims
- 5.4.1 You can apply for retroactive credit of Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments (as applicable) up to six months from the date of the transaction giving rise to your entitlement. Such applications must be made via the Etihad Guest Website or as otherwise instructed via the Etihad Guest Service Centre. We may require that you provide us with certain documentation in support of your application for retroactive credit, such as the relevant ticket(s) and boarding pass(es), as evidence of your entitlement.
- 5.4.2. All claims for retroactive credit of Etihad Guest Miles in respect of purchases of products or services which are not Qualifying Flights should be made by you to the relevant Etihad Guest Partner within six months of the transaction giving rise to your entitlement.
- 5.4.3 To earn Etihad Guest Miles for in-flight duty free purchases, you must present your Etihad Guest Card or quote your Etihad Guest Number at the time of purchase. If you fail to do so, you will not earn any Etihad Guest Miles for that particular transaction. Retroactive credit of Etihad Guest Miles is not permitted for in-flight duty free purchases.
- 5.4.4. Etihad Guest Miles, Etihad Guest Tier Miles and/or Etihad Guest Tier Segments will not be credited for any activity undertaken before the start date of your Etihad Guest membership unless:
- 5.4.4.1. without prejudice to clause 5.4.1., in respect of a Qualifying Flight the first specified travel date of the original ticket was within the three month period immediately preceding the start date of your Etihad Guest membership; or
- 5.4.4.2 otherwise specified by us.
6. Etihad Guest Partners
- 6.1. Arrangements with our Etihad Guest Partners may be changed or terminated from time to time and without notice to Members.
- 6.2. Any Etihad Guest Partner may at any time withdraw from the Etihad Guest programme or change their terms and conditions for the supply of products and services. We do not guarantee that any of our Etihad Guest Partners will continue to participate in the Etihad Guest programme nor do we guarantee the continued availability of any particular Reward.
- 6.3. We will honour the award of Etihad Guest Miles in respect of qualifying purchases which you have made with an Etihad Guest Partner provided that such Etihad Guest Partner reported the allocation and award of Etihad Guest Miles to us prior to such Etihad Guest Partner's withdrawal from the Etihad Guest programme.
- 6.4. We will not be liable to you in respect of any reporting failures on the part of Etihad Guest Partners, including where an Etihad Guest Partner ceases to participate in the Etihad Guest programme and fails to report to us the allocation and award of Etihad Guest Miles.
- 6.5. Rewards in relation to products and services offered by Etihad Guest Partners including but not limited to financial, hotel, car rental or leisure partners are awarded in accordance with the rates and terms and conditions determined by the Etihad Guest Partner and are subject to change. You should check the applicable rates, terms and conditions with the relevant Partner before purchasing such products or services. A list of Etihad Guest Partners is available on the Etihad Guest Website.
7.1. General Redemption rules
- 7.1.1. All Rewards available in the Etihad Guest programme are as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. In addition to these Terms and Conditions, the availability and issuance of Rewards is always subject to the terms and conditions of each Reward provider. All Rewards are subject to availability, the relevant Reward provider’s terms and conditions, and (as specified and referred to in these Terms and Conditions) the Reward Shop rules.
- 7.1.2. Etihad Guest Miles can be redeemed for both Flight Rewards and Non-Flight Rewards. Other than as expressly provided for in the provisions of these Terms and Conditions relating to Family Membership, each Reward transaction has to be authorized by you.
- 7.1.3. The number of Etihad Guest Miles required to be redeemed for a Reward is subject to change at any time without notice. We may withdraw, replace or substitute Rewards at any time without notice.
- 7.1.4. You may claim Rewards from the Reward Shop in accordance with the rules specified and referred to in these Terms and Conditions either when you have sufficient Etihad Guest Miles accumulated in your Etihad Guest membership account, or you may use the Cash + Miles option (if applicable).
- 7.1.5. Without prejudice to clauses 10.2 and 10.3, to the fullest extent permitted by law we accept no liability whatsoever in respect of any damage, death, delay, injury or loss arising out of or in connection with the services or Rewards supplied by an Etihad Guest Partner, or in connection with a refusal to supply a Reward by an Etihad Guest Partner. The Rewards supplied to a Member will be subject to the terms and conditions of the party supplying that Reward. We strongly recommend that you check the applicable terms and conditions of each Reward provider.
- 7.1.6. Rewards booked online via the Etihad Guest Website will not incur a service fee.
- 7.1.7. Any Reward booked via the Etihad Guest Service Centre (except Upgrade Rewards using Etihad Guest Miles) will incur a service fee as will be advised at the time of booking. Etihad Guest Gold Members and Etihad Guest Platinum Members will not incur a service fee when booking Rewards via the Etihad Guest Service Centre.
7.2. Excess Baggage using Etihad Guest Miles
- 7.2.1 Etihad Guest Miles may be redeemed:
- 7.2.1.1.Via the Etihad Guest Website, for excess baggage allowance on flights operated by Etihad Airways where the ticket must be issued on Etihad document and flight booked on Etihad Airways designator code; or
- 7.2.1.2 By contacting Air Seychelles, for excess baggage allowance on flights operated by Air Seychelles and booked on the Air Seychelles designator code.
- 7.2.2 The redemption of Etihad Guest Miles for excess baggage allowance must take place at least 48 hours prior to departure of the relevant flight.
- 7.2.3 The ability to redeem Etihad Guest Miles, and the amount of Etihad Guest Miles required to be redeemed, for excess baggage are subject to change based on commercial procedures at our sole discretion.
- 7.2.4 Etihad Guest Miles redeemed for excess baggage allowance are non-refundable, including where the amount of excess baggage allowance actually used is less than the amount of excess baggage allowance which was awarded pursuant to the redemption of Etihad Guest Miles.
- 7.2.5 Excess baggage allowance obtained by the redemption of Etihad Guest Miles may only be used by the person whose booking and flight details were submitted when redeeming Etihad Guest Miles for the excess baggage allowance – no other person is entitled to utilize any such excess baggage allowance.
- 7.2.6 Excess baggage redemption following Weight-concept applies to travel from or to GCC and Indian sub-continent is available for increments of 5 kg, 10 kg, 15 kg, 20 kg, 25 kg, 30 kg and 35 kg. Maximum dimensions are 158cm (50x70x38). Each item must not exceed 32kg.
- 7.2.7 All other destinations follow the Piece- concept. Maximum dimensions are 207cm (45x72x90). Each item must not exceed 32kg.
- 7.2.8 For piece concept, the maximum allowed will be 6 pieces and for weight concept, the maximum allowed will be 35 kilos in total.
7.3. Flight Rewards
- 7.3.1. Flight Rewards are only available on routes operated by Etihad Airways or our airline Etihad Guest Partners, as specified on the Etihad Guest Website and we (and/or any of our Etihad Guest Partners) reserve the right to limit the number of seats available as Flight Rewards in our (or their) discretion.
- 7.3.2. The number of Etihad Guest Miles that are required to be redeemed for:
- 7.3.2.1 GuestSeat Rewards is specified by the Mileage Calculator which is available on the Etihad Guest Website and are subject to change at any time without notice;
- 7.3.2.2. OpenSeat Rewards is displayed on the Etihad Guest Website at the time of booking on the Etihad Guest Website.
- 7.3.2.3. The Cash + Miles option may be utilized for the purchase of GuestSeat Rewards and OpenSeat Rewards. The contributions of Etihad Guest Miles and cash will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre, at the time of booking the Flight Reward.
- 7.3.3. GuestSeat Reward bookings on Etihad Airways and our airline Etihad Guest Partners are subject to the payment of a carrier charge which may be calculated based on factors such as the number of sectors, class of travel, origin or destination location and other factors. Customer will be notified of the carrier charge at the time of booking. The carrier charge is subject to change at any time without notice. The application of the carrier charge is subject to local legal restrictions.
- 7.3.4. The number of Etihad Guest Miles (or the contributions of Etihad Guest Miles and cash, when utilizing the Cash + Miles option) that are required to be redeemed for GuestSeat Rewards for Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be the same as that which is applicable for adults.
- 7.3.5. The number of Etihad Guest Miles that are required to be redeemed for GuestSeat Rewards for Infants will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and will be an amount equal to 10% of the applicable adult rate. The Cash + Miles option is not available for the redemption of GuestSeat Rewards for Infants. Any taxes and fees will however still need to be paid using a credit card.
- 7.3.6. The number of Etihad Guest Miles required to be redeemed for OpenSeat Rewards for Infants and Children will be notified as per the combination displayed by the Slider Tool (where available) or notified via the Etihad Guest Service Centre and is based upon the fare rules of the class being booked for the OpenSeat Reward at the time of booking.
- 7.3.7. One way Flight Rewards can only be issued for travel on flights operated by, and booked on the designator code of, Etihad Airways. The number of Etihad Guest Miles that are required to be redeemed for such one way Flight Rewards will be equal to 50% of the number of Etihad Guest Miles that would be required to be redeemed for a return journey based on the same origin and destination.
- 7.3.8. The number of Etihad Guest Miles required to be redeemed for Flight Reward tickets with our airline Etihad Guest Partners (other than Etihad Airways) is as specified, at the time of booking, on the relevant page of the Etihad Guest Website (where available) or notified at the time of booking via the Etihad Guest Service Centre.
- 7.3.9. Flight Reward tickets for travel on Etihad Airways operated routes must be booked no less than 3 hours prior to departure of the relevant flight either via the Etihad Guest Website or via the Etihad Guest Service Centre. A credit card will be needed in order to pay for taxes and service fees.
- 7.3.10. Flight Reward tickets for travel on routes operated by our airline Etihad Guest Partners (other than Etihad Airways) must be booked no less than 24 hours prior to travel via the Etihad Guest Service Centre only, except for redemptions on Air Seychelles which must be booked no less than 48 hours prior to travel or Oman Air which must be booked no less than 7 days prior to travel. A credit card will be needed in order to pay for taxes and service fees.
- 7.3.11. Where the Cash + Miles option is to be used for Flight Rewards, this may be subject to satisfaction of a minimum contribution of Etihad Guest Miles. The minimum contribution can be altered by us at any time without notice. Where the Cash + Miles option is used to redeem GuestSeat Rewards, there will be a minimum Etihad Guest Miles contribution of an amount equal to 75% of the amount of Etihad Guest Miles that would be required to be redeemed for the relevant GuestSeat Reward if the Cash + Miles option was not to be used.
- 7.3.12. For the redemption of OpenSeat Rewards where the ‘1Mile redemption’ option is used, a minimum contribution of 1 Etihad Guest Mile per person travelling in a single booking will be required. Where the Cash + Miles option is used to redeem member only discounted OpenSeat Rewards, there will be a set minimum Etihad Guest Miles contribution, determined by cabin of travel and destination. Etihad Guest reserves the right to change the routes and level of discount at any time without notice.
- 7.3.13. You cannot be waitlisted when booking Flight Reward tickets. Open-dated flight segments are not permitted in Flight Reward itineraries.
- 7.3.14. Stopovers in Abu Dhabi are permitted on GuestSeat Rewards only where the booking is made via the Etihad Guest Service Centre.
- 7.3.15. In cases where a stopover cannot be availed, Flight Reward tickets may only be booked for flights with a transit period of no more than 8 hours and during such period neither you, nor any passengers utilizing such a Flight Reward ticket will be eligible for hotel accommodation at our expense, or the expense of any of our Etihad Guest Partners.
- 7.3.16. All terms and conditions associated with Etihad Chauffer (as may be amended without notice from time to time) are applicable for Flight Rewards booked for travel with Etihad Airways.
- 7.3.17. If a Member is under 18 years of age, any Flight Reward redemptions must be made with the consent of the relevant Member’s parent or legal guardian.
- 7.3.18. Flight Reward travel which encounters a delay or cancellation by one of our airline Etihad Guest Partners will be managed in line with the relevant airline’s commercial procedures.
- 7.3.19. Flight Reward tickets are valid travel documents and, subject to these Terms and Conditions, are issued subject to the same terms and conditions as commercial tickets.
- 7.3.20. GuestSeat Reward tickets are valid for 12 months from the date that the GuestSeat Reward ticket is issued. Travel must commence within these 12 months. Once the first leg of the journey has been completed, the GuestSeat Reward ticket is then valid for 12 months from the date of that journey. OpenSeat Reward ticket validity is the same as that of the fare rule booked.
7.4. Ticketing of Flight Rewards
- 7.4.1 Flight Rewards once booked must be ticketed immediately. If tickets are not collected within this period, the relevant booking for the Flight Rewards will automatically be cancelled and the Etihad Guest Miles deducted for the relevant Flight Rewards will be forfeited.
- 7.4.2. You are responsible for paying all applicable taxes, fees and any surcharges on all Flight Rewards (including, but not limited to, customs, inspection, immigration, security, agriculture, facility and departure/arrival charges and any administrative fee).
- 7.4.3. You are responsible for obtaining all necessary travel documents (including but not limited to insurance and visa) for Flight Reward travel.
- 7.4.4. Partner airline flight Reward tickets must be booked and ticketed via the Etihad Guest Service Centre.
7.5. Upgrades using Etihad Guest Miles
- 7.5.1 It is possible to obtain a one class cabin upgrade on certain flights booked on an Etihad Commercial Ticket, as specified on the Etihad Guest Website, by redeeming Etihad Guest Miles, provided that:
- 7.5.1.1. The Revenue Ticket has been issued prior to the upgrade being requested;
- 7.5.1.2 Space is available on the designated booking classes (I or O); and
- 7.5.1.3. You have sufficient Etihad Guest Miles in your Etihad Guest membership account.
- 7.5.2. Subject to clause 7.6, Upgrade Rewards must be booked at least 3 hours prior to flight departure.
- 7.5.3. The number of Etihad Guest Miles that are required to be redeemed for an Upgrade Reward are specified by the Mileage Calculator (which is available on the Etihad Guest Website) and will vary according to the relevant fare class, and the eligibility for an upgrade will be dependent on the fare rules within the relevant fare class, as will be issued and advised at the time of sale of the original Revenue Ticket.
- 7.5.4. In the event that a Revenue Ticket booking contains mixed fare/cabin classes, the number of Etihad Guest Miles required to be redeemed for Upgrade Rewards in relation to that Revenue Ticket will be calculated on a sector by sector basis.
- 7.5.5. Upgrade Rewards will not be permitted on certain promotional fares which will be specified in the fare rules at the time of booking the promotional ticket.
- 7.5.6. The fare and ticketing rules applicable to the Revenue Ticket originally purchased will apply irrespective of the applicable class of travel after upgrade. Any difference in tax as a consequence of obtaining an Upgrade Reward is included in the miles paid by you for the Upgrade
- 7.5.7. Upgrade Rewards can be made for Children who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for Upgrade Rewards for Children will be the same as that which is applicable for adults.
- 7.5.8. Upgrade Rewards can be made for Infants who are travelling with an adult, the number of Etihad Guest Miles that are required to be redeemed for such Upgrade Rewards will be an amount equal to 25% of the applicable adult rate.
- 7.5.9. Upgrade Rewards can only be redeemed using Etihad Guest Miles. The Cash + Miles option is not available for the redemption of Upgrade Rewards.
- 7.5.10 Upgrade Rewards can be booked through the Etihad Guest Service Centre. Upgrade Rewards can only be obtained online via the Etihad Guest Website where the respective Revenue Tickets were originally purchased through an Etihad Airways office or the Etihad Airways website. ADCB 50 % upgrade vouchers cannot be used for online upgrades. This can be used only via Etihad Guest Service Centre.
- 7.5.11. Unused/cancelled Upgrade Rewards can be refunded up to 24 hours prior to departure at a charge of 10% of miles used for the upgrade. This charge is subject to change at any time without notice. The Revenue Ticket associated with the Upgrade Reward may only be refunded as per the rules applicable to the Revenue Ticket.
- 7.5.12.The following fare types will not qualify for Upgrade Rewards – ID/AD tickets, travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards, Redemption tickets, Multiflyer tickets and tickets issued on T, E, N, I and X classes are also not eligible for Upgrade Rewards.
7.6. Upgrades using Etihad Guest Miles at airports
- 7.6.1. The redemption of Etihad Guest Miles at airports for Upgrade Rewards is subject to availability of operational resources and also seat, meal and time to flight closure, and is solely at the discretion of the duty manager of Etihad Airways.
- 7.6.2. The Upgrade Rewards facility at airports may be withdrawn in cases where operational situations do not permit the transactions to be completed.
- 7.6.3. The following fare types will not qualify for Upgrade Rewards at airports – ID/AD tickets, travel industry reduced rates, free or non-Revenue Tickets, staff promotion tickets and any other fares that are declared by us to be ineligible for Upgrade Rewards.
- 7.6.4. You must present your Etihad Guest Card in order to complete your claim for an Upgrade Reward. For Gold and Platinum members, third party nominees can request to process instant upgrade for themselves or for the Guests travelling with them, provided the third party nominee details are updated under the Guest profile.
- 7.6.5. Upgrade Rewards can only be transacted point to point. For connecting flights, you will need to request an Upgrade Reward at each airport e.g. Bangkok to Abu Dhabi to London Heathrow, the upgrade request will have to be made at Bangkok for travel to Abu Dhabi and then again at transit in Abu Dhabi for travel to London Heathrow.
- 7.6.6. When claiming an Upgrade Reward at an airport, entitlements will be as follows:
- 7.6.6.1 baggage allowance: if the Upgrade Reward is made at check-in, entitlement to baggage allowance will be that of the upgraded class. If the Upgrade Reward is made post check-in, entitlement to baggage allowance will be as per the ticketed class;
- 7.6.6.2 Etihad lounge access: entitlement to lounge accesses will be as per the upgraded class. Lounge access is subject to availability;
- 7.6.6.3 Etihad Chauffeur: this service needs to be booked 48 hours prior to the flight departure/arrival, accordingly, Etihad Chauffeur is not available when claiming an Upgrade Reward at an airport.
7.7. Change/Cancellation/loss of a Flight Reward ticket
- 7.7.1. If your Flight Reward ticket is lost, stolen or destroyed, a replacement ticket may be issued for a replacement fee.
- 7.7.2. Changes to Flight Rewards:
- Name change: Flight Reward tickets will be issued to a third party upon request of the redeeming Member. Once issued, Flight Reward tickets are not transferable.
- Date change: Date changes can be made to GuestSeat Reward tickets within the stipulated GuestSeat Reward ticket validity. Date changes can be processed up to 24 hour prior to the flights departure for a fee of AED 100 per person, per change, per GuestSeat Reward ticket.This fee is subject to change at any time without notice. Date changes to GuestSeat Reward tickets are always subject to availability. Date changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased.
- Route change: In order to change the route of a GuestSeat Reward, you will need to apply for the existing GuestSeat Reward ticket to be refunded (subject to settlement of the applicable refund charges) and, subject to availability, you will need to redeem Etihad Guest Miles for a new GuestSeat Reward ticket with the new route. Route changes to OpenSeat Reward tickets are governed by the fare rules on the fare class purchased.
- Fare rules and charges may be amended at any time without prior notification.
- 7.7.3. If the person named on a GuestSeat Reward ticket does not check-in for the relevant flight, the GuestSeat Reward ticket will not be rebooked. No refunds will be allowed and the entire miles and any cash used for the GuestSeat Reward ticket, excluding any taxes and carrier surcharges, will be forfeited.
- 7.7.4. Refunds are permitted up to 24 hours prior to the flights departure. A flat refund fee of 10% of the total miles required for the reward booking will apply, excluding any applicable taxes and carrier charges. This Refund fee is subject to change at any time without notice. Refunds can only be processed via the Etihad Guest Service Centre. GuestSeat Reward tickets are valid for refunds (subject to application of the refund fee) up to one year from the first specified travel date of the original ticket.
- 7.7.5. Permitted changes (including name changes, date changes and route changes), re-bookings and/or refunds of Flight Rewards must be processed within the validity period of the subject Flight Reward ticket.
- 7.7.6. Where the person named on an OpenSeat Reward ticket does not check in for the relevant flight, the rules applicable to ‘no shows’ will follow the fare rule on the fare class purchased.
- 7.7.7. Refunds for an OpenSeat Reward depend on the rules for the fare type selected at the time of booking. Refunds for an OpenSeat Reward may take up to 6 weeks to be processed.
- 7.7.8. Flight Rewards for travel with our airline Etihad Guest Partners ( other than Etihad Airways ) are subject to the same Etihad Guest Terms and Conditions.
- 7.7.9. In the event that the Etihad Guest programme or operations of Etihad Airways are altered, suspended, cut-back or cancelled, we are unable to guarantee that any affected Reward Flights booked will be honoured. Etihad Guest Miles redeemed for such Reward Flights booked but not honoured may be reinstated to Members’ accounts.
8.1.Use of the Reward Shop
- 8.1.1. The Reward Shop is the reward section of the Etihad Guest Website. Only Etihad Guest Members who can enter into legally binding agreements under applicable law may use the Reward Shop. The rules relating to the use of the Reward Shop are set out below.
- 8.1.2. By accessing the Etihad Guest Website and making transactions through the Reward Shop, specifically by clicking the “I AGREE” button, you expressly indicate your acknowledgment and acceptance of the rules applicable to the Reward Shop which are available via the Etihad Guest Website, to the extent not specified in these Terms and Conditions.
- 8.1.3 You have the possibility to redeem Etihad Guest Miles for Rewards in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding, to obtain Rewards. Rewards consist of Non-Flight Rewards.
- 8.1.4. Flight Rewards are offered subject to these Terms and Conditions, the individual conditions of contract with the relevant airline and the terms and conditions of carriage of the relevant airline.
- 8.1.5. Non-Flight Rewards consist of any goods or services (which are not Flight Rewards) purchased by you (by buying or bidding, or awarded to you in a raffle) and sold, auctioned, awarded and distributed by Merchants that make available such Rewards directly to you via the Reward Shop. By redeeming Etihad Guest Miles for Non-Flight Rewards, you will be entering into a legal relationship with the relevant Merchant. To the fullest extent permitted by law, neither we, nor any party managing and/or operating the Reward Shop on our behalf (a “shop operator”), shall have any liability to you or any other person of whatsoever nature in respect of any negligence, willful misconduct, poor service or other breach of obligation arising out of the provision or failure to provide goods and/or services by or on behalf of a Merchant.
- 8.1.6. You may only use the Etihad Guest Website and the Reward Shop to make non-commercial, legitimate reservations or redemptions for Rewards or to benefit from any other redemption types and you shall not use the Etihad Guest Website or the Reward Shop for any other purposes, including making any speculative, false or fraudulent reservations or redemptions for Rewards or other redemption types.
- 8.1.7. Rewards are always subject to availability at the time of booking and (as applicable) the country of shipment.
8.2. Reward Redemption
- 8.2.1. Buying: Through this redemption type, you have the possibility to redeem Etihad Guest Miles (or use the Cash + Miles option) for purchasing Rewards from Merchants.
- 8.2.2. Donating: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by making donations to charitable or other institutions, as specified on the Etihad Guest Website. Donations can only be made in Etihad Guest Miles and no cash donations can be made through the Reward Shop. There is no minimum donation requirement. – we should include a clause stating that Etihad Guest will not issue an invoice against donations made and/or how much the miles donated is equivalent to cash.
- 8.2.3. Raffle: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing raffle tickets for such amount of Etihad Guest Miles as is specified in the Reward Shop for each specific raffle, provided that you have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account. Raffle tickets can only be redeemed against Etihad Guest Miles and no raffle tickets can be purchased in cash. You have the possibility to purchase multiple raffle tickets for the same draw. Winners of the raffle will be informed by email.
- 8.2.4. Bidding: Through this redemption type, you have the possibility to redeem Etihad Guest Miles by purchasing Rewards by auction. Auction bids can be settled either using Etihad Guest Miles or using the Cash + Miles option. Decisions as to what constitutes a qualifying bid, as well as exceptions, will be made at our sole discretion. Although such rules and these Terms and Conditions refer to the term “auction”, it is important to note that neither we nor the shop operator is an "auctioneer” in the traditional sense. Instead, we allow you to bid for, and acquire, Rewards offered by Merchants in the Reward Shop using bids (comprising Etihad Guest Miles or Cash + Miles) in an auction-style format commonly referred to as "auction". Winners of the auction will be informed by email after the expiration of the auction period specified in the Reward Shop.
8.3. Relationship between You and Merchant
- 8.3.1. Every time you purchase, by auction or otherwise, or are awarded, a Reward via the Reward Shop, you enter into a direct agreement with the relevant Merchant. We and the operator of the Reward Shop only provide the access and the technical platform for you to directly acquire Rewards from the Merchant, whether it is through buying, auctions or raffles. Neither we nor the operator of the Reward Shop becomes party to the legal transaction between you and the Merchant. The relationship between you and the Merchant is exclusively governed by the specific applicable terms and conditions of the Merchant. We strongly recommend that you check the terms and conditions of the Merchant prior to acquiring any Reward. Please contact the merchant in case of non-delivery of the reward beyond the estimated delivery time stipulated on the order confirmation page. Any non-delivery claims received later than 3 months from order date can no longer be processed.
8.4. Reward Payment
- 8.4.1. When purchasing Rewards via the Reward Shop, you can pay for such Rewards either (i) with Etihad Guest Miles, or (ii) (if via the ‘Bidding’ or ‘Buying’ function) using the Cash + Miles option.
- 8.4.2. Cash Payment by Credit Card: For cash payments by credit card, the Reward Shop uses a secure Credit Card Internet Gateway Service (3D Secured/Verified by Visa). The amount as indicated in the Reward Shop for the respective Reward will be collected on behalf of the Merchant.
- 8.4.3. Payment with Etihad Guest Miles: You have the option to purchase a Reward by redeeming such amount of Etihad Guest Miles as indicated for each Reward in the Reward Shop, provided that you have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account at the time of purchasing a Reward. Etihad Guest Miles that are not yet accrued and credited to your Etihad Guest Membership account at the time you place the purchase order are not available for Reward purchase. Etihad Guest Miles are deducted from your Etihad Guest Membership account as soon as the Reward is purchased.
- 8.4.4. The amount of Etihad Guest Miles necessary for the purchase of a Reward is determined by us and we have the right, at any time, to change the amount of Etihad Guest Miles necessary to purchase a Reward in the Reward Shop. The ratio of Etihad Guest Miles as against a cash amount can differ across different Rewards and can be determined and/or changed by us at any time and at our sole discretion.
- 8.4.5. The conversion of Etihad Guest Miles into cash and the payment of such cash amount to you (or any transactions of a similar nature) is not possible, not even in case of return of the Reward or the cancellation by you of your Etihad Guest membership.
- 8.4.6. Any Rewards purchased by you against the redemption of Etihad Guest Miles that have not been properly debited to your Etihad Guest membership account can be reclaimed by us at any time without compensation.
- 8.4.7. With regard to the Cash + Miles option, the ratio between the amount of cash and Etihad Guest Miles necessary for the purchase of a Reward is determined, and can be changed, by us at any time and at our sole discretion
8.5. Terms of Reward Redemption
- 8.5.1. You agree and acknowledge that additional separate terms and conditions dictated by the relevant Merchant will apply to any Reward redemptions via the Reward Shop. You agree to abide to such applicable terms and conditions, including but not limited to, rules and restrictions on availability, shipment and delivery terms, notification of defects, return and refund policies, money back guarantees and claim for damages.
- 8.5.2. Where indicated, the prices on the Reward Shop include shipping fees. For some Rewards you may be charged for shipping fees, and may bear in addition, local duties and taxes such as for example VAT and/or luxury taxes. Please check with your local authorities prior to ordering a Reward.
8.6. Returned, Delayed and Defective Rewards
- 8.6.1. By purchasing Rewards in the Reward Shop, you expressly agree and accept that any claim, compensation or damage for failed, wrong or delayed handling and for returned, defective or faulty Rewards can only and exclusively be made against the relevant Merchant, in accordance with the Merchant’s applicable terms and conditions. Any complaints for failed, wrong or delayed deliveries or returned, defective or faulty Rewards must be addressed directly and exclusively to the Merchant. Any refunds will be in the same form and currency as the original method of payment.
- 8.6.2. In the case of
- (i) returns in accordance with the applicable terms and conditions of the relevant Merchant, or
- (ii) unsuccessful delivery due to your fault (e.g., insufficient or incorrect delivery address or no physical acceptance of Reward at delivery address) you may be charged with incurred credit card fees, additional shipping and handling fees, and any other taxes and expenses in connection therewith. You may be required to pay these charges using Etihad Guest Miles or Cash + Miles, depending on the nature of the original redemption transaction.
- 8.6.3. The delivery times indicated on the Reward Shop are non-binding estimates only. Delays can and do happen for various reasons. You cannot withdraw from a Reward purchase or get compensation due to delivery times exceeding the estimated delivery time indicated on the Reward Shop.
- 8.6.4. Where you have purchased vouchers or gift certificates via the Reward Shop, and such vouchers or gift certificates have not arrived at your shipping location within 15 days of the shipment date, we may, upon a written request from you which must be received by us within 60 days of the shipment date, cancel and replace such purchase order, provided that you submit a properly completed affidavit of claimant. Upon receipt of such affidavit, we will initiate a review process. The vouchers or gift certificates may or may not be replaced, depending upon the outcome of such review. We will not cancel and replace a purchase order for vouchers or gift certificates if the affidavit of claimant was not received within the 60 day period from date of shipment. To initiate the investigation, you should contact the Etihad Guest Service Centre. Other than as expressly specified in this clause 8.6.4., vouchers and gift certificates will not be replaced if lost, stolen, destroyed or expired.
8.7.Raffles
- 8.7.1. Eligibility: To be eligible to participate in a raffle, you must meet the eligibility requirements described in clause 2 of these Terms and Conditions. You must have sufficient available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account, at the time of purchasing a raffle ticket. Etihad Guest Miles that are not yet accrued and credited to your Etihad Guest Membership account at the time you place a purchase order for raffle tickets are not available for the purchase of raffle tickets. Etihad Guest Miles are deducted from your Etihad Guest Membership account as soon as a raffle ticket is purchased.
- 8.7.2. Specific Raffle Rules:
- a) In order to participate in a raffle you must purchase at least one raffle ticket. You have the possibility to purchase multiple raffle tickets for the same draw. Multiple raffle tickets will mean multiple raffle entries and therefore multiple chances to win in the draw.
- b) The purchase of a raffle ticket, and therefore the participation in the specific draw, is considered "completed" once you see the respective confirmation page. In case the purchase for a raffle ticket is interrupted and the confirmation page is not displayed, you must repeat the purchase process.
- c) After the purchase of a raffle ticket, you will automatically participate in the specific draw to which the purchased raffle ticket relates.
- d) The sale of raffle tickets for a specific raffle closes when the specified number of Etihad Guest Miles has been redeemed against raffle tickets for the specific raffle in question. The raffle period, time and date of draw and all other applicable terms will be established by us for each raffle and will be published on the Reward Shop at least 30 days prior to the draw to which the information relates.
- e) After a raffle is closed, a blind draw of one winning ticket and two substitute tickets from all sold tickets will be held no later than 15 days after the closure of a raffle. The winner will be the person whose ticket number is first chosen at the blind draw. Our decision will be final and binding on all entrants and no correspondence or discussions will be entered into in this regard.
- f) The winner will be informed by email. The winner will be required to provide us with a copy of the confirmation page in respect of its winning ticket and confirm their identity and legal age by sending us the relevant page of their passport, driving license or national identity card. Following our receipt and verification of such details, documents and information, the winner will be contacted in order to make arrangements for delivery of the raffle Reward.
- g) If you are the winner of a raffle via the Reward Shop, we may ask that you allow us to use your name, place of residence (country and state only) and the number of Etihad Guest Miles invested in the respective raffle, to be displayed in the Reward Shop for a certain period following the raffle.
- h) The conversion of a raffle Reward into a cash amount and the payment of such cash amount to the winner (or any transactions of a similar nature) is not possible.
- i) We will store the winning prize free of charge for 15 days after notifying the winner. If the Reward is not claimed (in accordance with clause 8.7.2(f)) by the expiration of this 15 day period, a storage charge may be applied.
- j) In case the winner does not, for any reason whatsoever, accept or claim a raffle Reward, or should it be determined that the winner was not eligible to participate in or was expelled from the raffle for any reason, such winner shall forfeit all Etihad Guest Miles redeemed for such Reward item and the Reward shall be awarded to the substitute winners, in the sequence of their draw. If necessary, a new winner shall be drawn from the existing raffle ticket pool.
- k) We reserve the right to cancel any raffle, for any reason, before or after all or some of the raffle tickets have been sold. In these circumstances we will return the relevant ticket purchase cost (i.e. the amount of Etihad Guest Miles redeemed for the relevant raffle tickets) to all participants in the cancelled raffle without obligation to pay any interest whatsoever.
- l) By purchasing a raffle ticket in the Reward Shop, you confirm that you are not breaching any laws regarding the legality of entering the raffle. If you participate in the raffle where applicable law/jurisdiction prohibits raffles and/or raffle participation, we reserve the right to cancel your entitlement to the raffle Reward (and neither us, nor the shop operator or relevant Merchant shall have any obligation or liability to you in respect of non-delivery of the raffle Reward) and we may still deduct the relevant amount of Etihad Guest Miles from your Etihad Guest membership account. Neither we nor the operator of the Reward Shop is responsible or liable if you enter into any raffle unlawfully. If in any doubt you should check with the relevant authorities.
8.8. Auctions
- 8.8.1. Eligibility: To be eligible to participate in an auction, you must meet the eligibility requirements described in clause 2 of these Terms and Conditions. You must have a minimum of 1 available Etihad Guest Mile standing to the credit of your Etihad Guest Membership account at the time of placing a bid.
- 8.8.2. Specific Bidding Rules:
- a) For each specific auction Reward you wish to bid for, you must place the required minimum bid in Etihad Guest Miles. In case your bid exceeds the number of available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account at the time of placing the bid, and provided you have the winning bid, at the time of auction closure, the bid amount will have to be settled in accordance with clause 8.8.2.(k).
- b) For auctions where you can specify and place a maximum bid, the system will place bidding iterations on your behalf until your specified maximum bid is reached. If you have placed a maximum bid (which is higher than the required minimum bid), the system will automatically increase your bid on your behalf, using only as much of your maximum bid (and subject to not exceeding your maximum bid) as is required to keep you in the winning lot. The maximum bid is the highest price, in Etihad Guest Miles, which you have specified and placed as the maximum amount that you are willing to pay for the specific auction Reward.
- c) Multiple quantities of the same Reward items may be listed as a multi-item auction. In a multi-item auction bidders must specify both the quantity of items they want to bid for and the bid price per item.
- d) If during your bid placement process, another Member places a bid before you in respect of the same Reward auction, then the system will prompt you when you submit your bid and in that case you will have to modify your bid amount based on the modified minimum bid.
- e) The system will not allow you to place a bid for a Reward auction whilst a bidding iteration for that same Reward auction is in progress, and you will see a message informing you of the same.
- f) The system will not allow you to place a bid for a Reward auction if you have already placed a bid for the same Reward auction at, and your bid has not reached, your maximum bid.
- g) The bidding period, minimum Etihad Guest Miles requirement, bid increments depending on Reward value, and all other applicable terms will be established by us for each Reward auction item and will be published on the Reward Shop.
- h) A bid is considered "completed" once the respective confirmation page is displayed. If the respective confirmation page is not displayed, you must resubmit your bid after checking ‘My Auctions’ page under ‘My Rewards.’
- i) Once a bid is completed, you cannot retract or withdraw your bid nor can the bid be decreased. However, your bid can be increased by you at any time during the ongoing bidding process by placing a higher bid (subject to clause 8.8.2(f)).
- j) Any bids registered after the bidding period for the relevant Reward auction has elapsed, will not be eligible for participation in the relevant Reward auction.
- k) Should your bid be determined the winning bid, this will constitute a legally binding contract and you will receive an email notification with a link to the 'My Auctions' section of the Etihad Guest Reward Shop. You will then have to settle the winning bid amount as stated in the ‘Auction Details’ either wholly in Etihad Guest Miles, cash or Cash + Miles, depending on the number of available Etihad Guest Miles standing to the credit of your Etihad Guest Membership account. If you fail to settle your winning bid amount in full within 14 days, all Etihad Guest Miles standing to the credit of your Etihad Guest membership account will be forfeited and we may cancel your membership pursuant to clause 2.4.2 of these Terms and Conditions.
- l) The auction Reward will only be awarded and delivered to you after the bid amount has been paid and settled in full in accordance with clause 8.8.2.(k).
- m) If you are the winner of a Reward Auction, we may ask that you allow us to use your name, place of residence (country and state only) and the number of Etihad Guest invested in the respective auction can be displayed in the Reward Shop for a certain period following the auction.
- n) Should it be determined (by us, in our sole discretion) that the winner was not eligible to participate or was expelled from participating in the relevant Reward auction for any reason, the next highest bidder will be deemed to be the winner.
- o) By participating in a Reward auction via the Reward Shop, you confirm that you are not breaching any laws regarding the legality of participating in such auction. Neither us nor the operator of the Reward Shop is responsible or liable if you enter into any auction unlawfully. If in any doubt you should check with the relevant authorities.
9.Miscellaneous
9.1. Personal Information
- 9.1.1. Any personal information about you which you supply us with or we collect about you is governed by Etihad Guest’s privacy policy, a copy of which is available for review on the Etihad Guest Website, together with information about cookies and the use of cookies, and the terms of which shall be deemed to be incorporated into these Terms and Conditions.
9.2. No Warranties
- 9.2.1. Buying: All Rewards and other content on the Etihad Guest Website or displayed in the Reward Shop or obtained from websites linked to the Etihad Guest Website or the Reward Shop (“Linked Site”) are, to the fullest extent permitted by applicable law, provided to you on an “as is” basis without warranty of any kind from us either express or implied including, but not limited to, the implied warranties of merchantability and fitness for a particular purpose, title, non-infringement, security or accuracy.
- 9.2.2. We do not warrant or represent that the content on the Etihad Guest Website or any Linked Site is complete or up-to-date. We are under no obligation to update any content on the Etihad Guest Website or any Linked Sites. We may change the content on or make improvement or changes of the Etihad Guest Website at any time without notice.
9.3. Limitation of Liability
- 9.3.1. The information, products, and descriptions of Rewards and other services published on the Etihad Guest Website or a Linked Site may include inaccuracies or typographical errors, and we (and the operator of the Reward Shop) specifically disclaim any liability for such inaccuracies and errors. Other than to the extent required under applicable laws, under no circumstance will we or the shop operator be liable for any loss or damage caused by your reliance on information obtained through the Reward Shop or any Linked Site or your reliance on any Reward obtained from the Reward Shop or the use of any Linked Site.
- 9.3.2. You agree that neither us, nor our affiliates or the shop operator (or any of our or their respective officers, directors, employers, or agents) will be liable, whether in contract, tort, strict liability or otherwise, for any loss of profits, loss of opportunity, loss of data, damage to goodwill or for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation, the cost of procuring substitute service) arising out of or in connection with Rewards or the use of the Etihad Guest Website or a Linked Site, or with the delay or inability to use the Etihad Guest Website or a Linked Site, or any breach of these Terms and Conditions, even if we are made aware of the possibility of such damages. In addition, neither we nor our affiliates or the shop operator (nor any of our or their respective officers, directors, employees or agents) shall be liable, whether in contract, tort, strict liability or otherwise for any loss, cost, damage or expense suffered or incurred in relation to the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. We cannot and do not guarantee continuous, uninterrupted or secure access to the Etihad Guest Website or the Linked Sites.
- 9.3.3. You expressly acknowledge and agree that Merchants are independent contractors none of whom are employees or agents of ours or the shop operator. Neither we nor the shop operator is liable for the acts, errors, omissions, representations, warranties or negligence of Merchants. Neither us, nor the shop operator, shall be responsible for or liable to you in connection with any restrictions, qualifications, or other terms and conditions imposed by the Merchant on any Reward items. As far as permissible by applicable law, we (the operator of the Reward Shop) hereby disclaim any product or other liability, whether based on contract, tort, strict liability or otherwise, including without limitation liability for any direct, punitive, special, consequential, incidental or indirect damages, in connection with the Rewards provided by any Merchant through the Reward Shop, including without limitation liability for any act, error, omission, injury, loss, accident, delay or irregularity which may be incurred through the fault, negligent or otherwise, of such Merchant and you hereby expressly exonerate us from any liability with respect to the same.
- 9.3.4. We reserve the right to seek all remedies available at law and in equity for any misuse of the Etihad Guest Website or the Reward Shop and/or violations of these Terms and Conditions, including the right to block access to the Etihad Guest Website from particular internet addresses and to exclude you from accessing the Reward Shop. You are deemed to have consented to receive communication from us electronically and you agree that such electronic communication satisfies any legal requirements that such communications be in writing.
9.4. Copy Rights/Trade Marks
- 9.4.1. The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Etihad Guest Website are our property or the property of the shop operator, a Merchant or an Etihad Guest Partner, as the case may be. You are prohibited from using any Marks for any purpose including, but not limited to, the use as metatags on other pages or sites on the internet without our written permission, or the written permission of such other party which may own the Marks. All information and content including any software programs available on or through the Etihad Guest Website (collectively referred to as "Content") is protected by copyright. You are prohibited from modifying, copying, distributing, transmitting, displaying, publishing, selling, licensing, creating derivative works or using any Content available on or through the Etihad Guest Website for commercial or public purposes. You take note that one or more patents apply to the features and services accessible via the Etihad Guest Website and the Reward Shop, including without limitation: Loylogic’s U.S. utility patent application Nr. 11/117,225.
9.5. Access to Password Protected/Secure Areas
- 9.5.1. Access to and use of password protected and/or secure areas of the Etihad Guest Website and the Reward Shop is restricted to authorized persons only. Unauthorized individuals attempting to access these areas of the Etihad Guest Website or the Reward Shop may be subject to prosecution. You are responsible for maintaining the confidentiality of your personal information, including your account details and password, and for restricting access to your computer to prevent unauthorized access to the Etihad Guest Website and the Reward Shop. You agree to accept responsibility for all redemption and other activities that occur under your account or password. You should take all necessary steps to ensure that your password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.
- 9.5.2. We will not contact you by, way of telephone call or email, asking for your Etihad Guest Membership account personal information such as passwords/PINs/userid, etc. It is your responsibility to report any suspected privacy violation or other related security issues to us. We will ensure that appropriate measures are in place to protect your personal information which is held by us.
9.6. Exchange Rates
- 9.6.1. All exchanges rates displayed on the Etihad Guest Website in connection with any Reward transactions are under license from XE.com.
10. Auditing
- 10.1.1. We reserve the right to audit any and all Etihad Guest membership accounts at any time and without notice to you, in order to ensure compliance with the Etihad Guest Programme rules and applicable conditions of carriage and/or tariffs.
- 10.1.2. In the event that an audit reveals discrepancies or violations, the processing of Rewards or statements of account may be delayed until the discrepancies are resolved to our satisfaction.
- 10.1.3. If you suspect that you've RECEIVED a fraudulent e-mail that appears to be from Etihad Airways, do not respond. Never click on any link that seems suspicious nor provide any personal information.
- 1. Forward the email to guestinformation@etihadguest.com
- 2. Delete the email If you have responded or disclosed your personal information to a possible fraudulent message, notify the above email address.
11. Changes or Termination of the Etihad Guest Programme
- 11.1. We may change the rules applicable to the Etihad Guest programme (including all or part of these Terms and Conditions) in whole or in part, at any time without notice. However we will make reasonable efforts to give you prior notice of the changes and any such changes to the rules applicable to the Etihad Guest programme shall apply with effect from the first date of their publication.
- 11.2. We have the right to terminate the Etihad Guest programme at any time. We will make reasonable efforts to give you prior notice of the termination of the Etihad Guest programme.
- 11.3. We reserve the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions made by us shall be final and conclusive in each case. These Terms and Conditions supersede all previously published terms and conditions in respect of the Etihad Guest programme.
- 11.4. We, in our sole judgment, reserve the right to disqualify you from further participation in the Etihad Guest programme, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used, if we deem that you have engaged in willful misconduct or have breached any of the Terms and Conditions governing the Etihad Guest programme including but not limited to: failure to follow our policies and procedures, the sale or barter of Rewards or tickets, any misrepresentation of facts relating to the earning or redemption of Rewards or any other improper conduct as determined by us including but not limited to infraction of the tariffs of any airline Etihad Guest Partner, any untoward behaviour with reference to any of our employees or refusal to honour our employees' instructions. At no time may Etihad Guest mileage credit or award tickets be purchased, sold or bartered. Any such mileage or tickets are void if transferred for cash or other consideration. Violators (including any passenger who uses a purchased or bartered award ticket) may be liable for damages. Use of award tickets that have been acquired by purchase or for any other consideration may result in the cancellation of the tickets or the passenger being denied boarding. If a trip has been started, any such travel will be at the passenger's expense on a full-fare basis. The passenger and the member who violate these terms and conditions may also be liable to Etihad Airways for the cost of a full fare ticket for any segments flown on a sold or bartered ticket. Fraud, misrepresentation, abuse or violation of applicable rules (including, but not limited to Etihad’s conditions of carriage, tariffs and Etihad Guest program rules) is subject to appropriate administrative and/or legal action by appropriate governmental authorities and Etihad Airways. Such action may include, without limitation, the forfeiture of all award tickets, and any accrued mileage in a member's account, as well as cancellation of the account and the member's future participation in the Etihad Guest program. In addition, Etihad Airways reserves the right to take an appropriate legal action to recover damages, including its attorney fees incurred in prosecuting any lawsuit.
- 11.5. We shall not be liable for any loss or damage, whether direct or indirect, resulting from the termination or change of the Etihad Guest programme or any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme (including without limitation, the withdrawal of any Etihad Guest Partner(s) from participation in the Etihad Guest programme, or the withdrawal or limitation of any of the services, benefits, facilities or arrangements which are available to Members pursuant to the Etihad Guest programme). Etihad Guest Miles, Etihad Guest Tier Miles and Etihad Guest Tier Segments will have no value upon termination of the Etihad Guest programme.
12. Law and Jurisdiction
- 12.1. These Terms and Conditions and the relationship between us and you are governed by UAE laws as applied in the Emirate of Abu Dhabi and laws of Abu Dhabi. By completing and submitting an Enrolment Form to join the Etihad Guest programme, you are agreeing to submit to the exclusive jurisdiction of Abu Dhabi courts.
- 12.2. If in any jurisdiction, the Etihad Guest programme, the issue of Etihad Guest Miles or the redemption of any Reward is unlawful, then to the extent that the laws of that jurisdiction are applicable, the issue or redemption of Etihad Guest Miles or Rewards and any related documents are void.
13.Definitions
- In the above Terms and Conditions, unless the context otherwise requires:
“1Mile redemption” means the option to redeem one (1) Etihad Guest Mile (in combination with cash) for the purchase of a Reward, as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Cash + Miles” means the ability for a Member to redeem their Etihad Guest Miles for a Reward using a combination of cash and Etihad Guest Miles.
“Child” means a person between the ages of two (2) to twelve (12) (inclusive), and “Children” shall be construed accordingly.
“Enrolment Form” means the form prescribed by us which is required to be completed by you and submitted to us in order to assess eligibility for membership of the Etihad Guest programme.
"Etihad Airways" means Etihad Airways PJSC, the national airline of the United Arab Emirates established by Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, U.A.E.
“Etihad Chauffeur” means the airport transfer executive chauffeur service known as ‘Etihad Chauffeur’ and which is available to certain passengers of Etihad Airways.
“Etihad Guest” means the loyalty programme developed and offered by us to reward Members who frequently travel with airlines that are Etihad Guest Partners and to reward Members who use qualifying services/products of non-airline Etihad Guest Partners.
“Etihad Guest Card” means the membership card issued to each Member and bearing the Etihad Guest Number in respect of that Member.
“Etihad Guest Platinum Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Platinum.
“Etihad Guest Gold Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Gold.
"Etihad Guest Miles" means the ‘miles’ awarded to a Member by us for travel on Qualifying Flights (under Revenue Tickets) and/or by purchasing products and services from our Etihad Guest Partners, in accordance with and as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Etihad Guest Number” means the distinctive membership number allocated to each Member in respect of that Member’s Etihad Guest membership account.
"Etihad Guest Partners" means an airline or a non-airline entity participating in the Etihad Guest programme (including Merchants) whose qualifying flights/services/products: (i) would earn Etihad Guest Miles, when purchased or (ii) can be purchased against the redemption of Etihad Guest Miles, in each case as specified in these Terms and Conditions, the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. Or (iii) would offer a discount or added value when purchased.
"Etihad Guest Service Centre" means the telephone contact centre identified on the Etihad Guest Website as fully authorized and equipped to provide the requisite range of services offered under the Etihad Guest programme.
“Etihad Guest Silver Member” means a Member whose Etihad Guest Tier Status is Etihad Guest Silver.
“Etihad Guest Tier Miles” means the ‘miles’ awarded to a Member by us which count towards that Member’s progression into Etihad Guest Silver tier status or from one Etihad Guest Tier Status to another (higher) Etihad Guest Tier Status.
“Etihad Guest Tier Qualifying Flights” means those flights in respect of which Members are eligible to earn Etihad Guest Tier Miles and/or Etihad Guest Tier Segments as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Etihad Guest Tier Segments” means the number of flight segments accrued by a Member that count towards that Member’s progression into Etihad Guest Silver tier status or from one Etihad Guest Tier Status to another (higher) Etihad Guest Tier Status.
“Etihad Guest Tier Status” means the status level of a Member, derived from the accumulation of Etihad Guest Tier Miles and/or Etihad Guest Tier Segments. These tier status levels may be Etihad Guest Silver, Etihad Guest Gold or Etihad Guest Platinum.
“Etihad Guest Website” means the website operated by us, as updated from time to time, the address of which is at www.etihadguest.com or such other address as may be notified to you from time to time.
“Family Guest” means any Member belonging to a Family Membership, excluding the Family Head.
“Family Head” means the Member who is nominated as such in respect of a particular Family Membership pursuant to clause 3 of these Terms and Conditions and whose account is credited with the Etihad Guest Miles of all of the Family Guests within that Family Membership.
“Family Membership” means a group Etihad Guest membership set up as described in clause 3 of these Terms and Conditions.
“Flight Reward” means a Reward which is a flight ticket, an Upgrade Reward or an increase in baggage allowance in respect of a flight, in each case as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“GuestSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is as specified by the Mileage Calculator.
“Infant” means a person under the age of two (2).
“Member” means any person that subscribes to, and has been accepted by us into, the Etihad Guest programme.
“Merchant” shall mean any third party supplier.
“Mileage Calculator” means the tool, which is available on the Etihad Guest Website, which specifies the number of Etihad Guest Miles which are required to be redeemed for certain Rewards and the number of |Guest miles, the member will earn on a specific route depending upon the member’s tier level and the |RBD or booking class on the ticket.
“Non-Flight Reward” means a Reward which is not a Flight Reward, including any redemption of Etihad Guest Miles via the Reward Shop.
“OpenSeat Reward” means a flight which is a Flight Reward in respect of which the number of Etihad Guest Miles to be redeemed by a Member is based upon the commercial fare for tickets in respect of that particular flight.
“Qualifying Fares” means those airline fares which qualify for the accrual of Etihad Guest Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time. The following fare types will not qualify for the accrual of Etihad Guest Miles: travel industry reduced rates,redemption fares (N, I and O Class) free or non-revenue tickets, charter flights, bus routes and any other fares that are from time to time declared by us to be ineligible for accrual of Etihad Guest Miles.
“Qualifying Flight” means those flights in respect of which Members are eligible to earn Etihad Guest Miles as specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Revenue Ticket” means a flight ticket in respect of a Qualifying Fare.
"Reward" means the benefit (being either a Flight Reward or a Non-Flight Reward) a Member acquires through the Etihad Guest programme by redeeming Etihad Guest Miles in accordance with, and as specified in, these Terms and Conditions and the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
“Reward Shop” means an online platform through which we make available certain Rewards which you may redeem against Etihad Guest Miles in accordance with the following four redemption types: ‘Buying’, ‘Donating’, ‘Raffle’ and ‘Bidding’.
“Slider Tool” means the dynamic device, which is available on the Etihad Guest Website, that allows Members to view the relative quantity of Etihad Guest Miles and cash that they need for a specified Reward.
“Spouse” means one’s husband or wife by lawful marriage in accordance with the applicable law.
“Terms and Conditions” means these terms and conditions, which include the Etihad Guest privacy policy (a copy of which is available for review on the Etihad Guest Website) together with information about cookies and the use of cookies.
“Upgrade Reward” means the ability for a Member to redeem their Etihad Guest Miles for travel in a higher flight cabin class pursuant to clauses 8.5 and 8.6 of these Terms and Conditions.
“We”, “we”, “us”, “Our(s)” and “our(s)” means the owner and operator of the Etihad Guest programme being Etihad Guest LLC, a company incorporated under the laws of the Emirate of Abu Dhabi.
