Claim Compensation from Etihad Airways

If you want your money back, you need to use the right channel. Calling them is usually a waste of time for compensation claims because phone agents often cannot authorize payouts. Stick to written methods for a paper trail.

Do not just fire off an angry email without prep. You need ammo. Etihad support will look for any reason to close your ticket, so have these ready before you start.

• Save your boarding passes: Digital or paper. You need the ticket number (starts with 607).
• Get the PIR Report: If this is about luggage, you absolutely need the Property Irregularity Report (PIR) number you got at the airport. No PIR, usually no money.
• Timeline of events: Write down exactly when you were notified of the delay or cancellation. Minutes matter here.
• Receipts for expenses: If you bought clothes because your bag was lost, or food during a delay, scan those receipts. They won't reimburse estimates.
• Check the reason: Was it weather or maintenance? Use a flight tracker app to see if other flights were flying. If they claim weather but others flew, you have a case.

Since Etihad is based in the UAE, your rights depend heavily on your route. It is tricky, but here is the breakdown for US travelers.

• Flights to/from the US: Under US Department of Transportation (DOT) rules, you are entitled to a full refund (not just a voucher) if the airline cancels your flight or significantly changes the schedule and you choose not to travel. This applies even to non-refundable tickets.
• Lost/Damaged Luggage: For international travel, the Montreal Convention applies. This limits liability to approximately $1,700 USD (1,288 SDR) per passenger for lost, damaged, or delayed bags. You must file a claim within 7 days for damage and 21 days for delay.
• Flights departing from Europe: If your flight started in an EU/UK airport (e.g., London to Abu Dhabi), you might be eligible for EU261/UK261 compensation for delays over 3 hours. This does not apply if you are flying FROM the US or Abu Dhabi TO Europe.

Note: Etihad often tries to offer "Guest Miles" as goodwill. Only accept this if you fly them often. Cash is usually better.

Use this template to sound professional and serious. Send this via their web form or to their guest email.

Subject: Formal Compensation Claim - Booking Reference [INSERT REF] - Flight [INSERT FLIGHT NUMBER]

To the Etihad Airways Claims Team,

I am writing to formally request compensation for [choose: flight cancellation / flight delay / lost luggage] regarding flight [Flight Number] from [Departure City] to [Arrival City] on [Date].

The Incident: My flight was [cancelled/delayed] by [Number] hours. The reason provided by your staff was [Reason given].

My Claim: Under [choose: US DOT Regulations / Montreal Convention / EU Regulation 261/2004], I am entitled to compensation. I have attached receipts for necessary expenses totaling $[Amount] USD incurred due to this service failure.

Passenger Details:

• Name: [Your Name]
• Ticket Number: [Starts with 607]
• Booking Reference: [6-digit code]

Please process this claim and remit payment to my original form of payment within 14 days. I am not interested in travel vouchers or miles at this time.

Sincerely,

[Your Name] [Phone Number]

If they ignore you or offer a measly 2,000 miles, do not give up. You have options to force their hand.

• File a US DOT Complaint: If your flight involved a US city, file a complaint with the Aviation Consumer Protection Division. Airlines take these very seriously because they affect their government stats.
• Credit Card Chargeback: If they cancelled your flight and refused a refund, call your bank. Dispute the charge as "Services not received." This is often the fastest way to get cash back.
• Small Claims Court: If the amount is significant (like lost luggage worth $1,500), you can sue them in small claims court in the jurisdiction where they operate (usually major hub cities in the US).
• Social Media Blast: Post your case number on X (Twitter) and tag @EtihadHelp. Public visibility sometimes moves tickets to the "urgent" pile.

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