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Scheduled maintenance

Why are our systems down?

Why are our systems down?

In order to bring you an even better Etihad Guest experience, we are upgrading our system. We aim to be back online by 26 October

What services and transactions will be unavailable from the 23-26 October?

What services and transactions will be unavailable from the 23-26 October?

During this time, you will not be able to access or update your Etihad Guest account information, use miles for flight purchase or upgrades, or make changes to bookings using miles. Our Reward Shop will also be offline.

Can I book flights and/or modify my flight during this time?

Can I book flights and/or modify my flight during this time?

Yes, you can still book flights on etihad.com and pay by any applicable payment options. You can also modify your existing flights and pay any applicable change fees. However, you will not be able to use your Etihad Guest Miles for flight bookings or changes during the system upgrade period.

When I book a flight during the maintenance period, will I still get credited with Etihad Guest Miles when I provide my Etihad Guest membership number?

When I book a flight during the maintenance period, will I still get credited with Etihad Guest Miles when I provide my Etihad Guest membership number?

Yes, your Etihad Guest Miles will reflect in your account once our systems are back online.

If I fly during this period, will I get my Etihad Guest Miles credited to my account?

If I fly during this period, will I get my Etihad Guest Miles credited to my account?

You will get the Etihad Guest Miles credited into your account after the scheduled system upgrade if you entered your Frequent Flyer Programme number as part of the booking. If you haven’t done that, you can still claim your miles retrospectively after the system upgrade.

Can I log in to my Etihad Guest account via the website or mobile application during this period?

Can I log in to my Etihad Guest account via the website or mobile application during this period?

The Etihad Guest login area will be temporarily unavailable whilst we carry out our scheduled system upgrade. This means that during this time, you will not be able to access your account information, use miles for flight purchase or upgrades, make changes to bookings paid by miles, or shop in our reward shop. This is across our etihad.com, etihadguest.com and BusinessConnect areas, and the Etihad mobile app. However, you will be able to make changes to your booking using your credit card when you call our contact centre or manage your booking on etihad.com.

Redemptions

Redemptions

1. Can I make changes to my booking?

You will be able to make changes to your booking using your credit card when you call our contact centre or manage your booking on etihad.com using any applicable payment method.

2. Can I upgrade my reward flight with Etihad Guest Miles?

No, but you can pay for an upgrade with your credit card by calling our contact centres, or through any applicable payment method through etihad.com

3. Can I book a reward flight with my Etihad Guest Miles?

Not while the system is being upgraded, but you can book a reward flight once we are back online.

4. Can I buy something from the Reward Shop with my Etihad Guest Miles?

No, but after the scheduled system upgrade, you will be able to shop in the Reward Shop with your Etihad Guest Miles.

5. Can I redeem lounge access with my Etihad Guest Miles?

No, but you can pay for lounge access.

6. Can I buy Etihad Guest Miles?

Not during the system upgrade period, but when we are back online you can buy Etihad Guest Miles.

7. Can I transfer points from another programme?

Not during the system upgrade period, but you can transfer points as soon as we are back online.

8. Can I book with partners like hotels, coach, car, transfers or rail with my Etihad Guest Miles?

No, but when we are back online, after the scheduled system upgrade, you can use your Etihad Guest Miles to book with our partners.

Travelling during scheduled maintenance

Travelling during scheduled maintenance

1. Can I upgrade at the airport using my Etihad Guest Miles?

No, but you can request to pay for an upgrade if there’s availability.

2. Can I make a change to my reward flight booking?

Yes, date changes will be possible by calling our contact centres. Any change fee is collected and is based on seat availability.

3. Can I access the lounge when I travel as part of my tier benefits?

Yes, simply bring your card or benefit letter with you to our lounges.

4. As an Etihad Gold, or Platinum Member, can I enjoy priority boarding?

Yes, simply show your membership card.

5. As an Etihad Gold, or Platinum Member, can I enjoy fast-track immigration and baggage?

Yes, at participating airports. Just show your membership card.

6. As an Etihad Silver, Gold, or Platinum Member, can I enjoy priority check-in?

Yes, all you have to do is show your membership card.

7. As an Etihad Silver, Gold, or Platinum Member, can I enjoy the excess baggage allowance benefit in line with my tier?

Yes, simply show your membership card.

Miles Accrual

Miles Accrual

1. Can I claim missing Etihad Guest Miles from a recent trip?

Yes, Etihad Guest Members can submit claims by emailing retroclaims@etihadguest.com

2. Will I lose any Etihad Guest Miles earned from my recent trip?

No. Reward Miles, Tier Miles, Tier Segments, Bonus Tier Miles, and Promotional Miles (e.g. from Bonus Miles campaigns) will be collected retrospectively so make sure you keep the boarding pass.

3. Can I accrue Etihad Guest Miles with partners like hotels, coach, car, transfers or rail?

Yes, but not during the system upgrade period. Just present your card as usual and claim miles retrospectively once we are back online.

4. Can I accrue Etihad Guest Miles using my co-branded Etihad Guest credit card (ADIB, NBAD, ADCB)?

Yes, keep using your co-branded Etihad Guest credit card as you normally do, and we will make sure you receive your Etihad Guest Miles.

Contacting Etihad

Contacting Etihad

1. Can I call Etihad Guest for help regarding my booking?

As an Etihad Guest Member, you can either call our contact centre – and our agent will advise how they can best assist you – or you can email us at guest@etihadguest.com.

Membership (changes)

Membership (changes)

1. Can I enrol online into the Etihad Guest Programme during the scheduled maintenance?

No, but you can enrol as soon as our systems are back online - and still claim your miles retrospectively for flights flown in the previous 3 months.

2. Can I make changes to my family membership?

Not during the scheduled systems upgrade, but you can make changes to your family membership once we are back online.

Additional questions

Additional questions

1. Can I close my Etihad Guest Membership during the scheduled maintenance?
No, you can’t close your account during the scheduled system upgrade, but once we are back online, you can.
2. Can I order an Etihad Guest Membership Card online or via the Etihad Contact Centre?
Not while we are offline. Once the scheduled system upgrade is complete and we are back online, you can order/re-order your card.
3. Can I use vouchers for co-branded cards for redemption?
During the scheduled maintenance, members will not be able to use vouchers. Redemption of vouchers will be available once we are back online.
4. Can I edit my profile during this period?
No, but once the scheduled maintenance is complete and we are back online, you can edit your profile.
5. Can I change my password during the scheduled maintenance period?
No, but once the scheduled system upgrade is complete and we are back online, you can change your password. In fact, if your password is not a ‘strong’ password, you will be asked to change it when we are back online. A strong password consists of at least eight characters that are a combination of uppercase letters, lowercase letters and numbers. For additional security, it’s recommended that you include a special character.

BusinessConnect

BusinessConnect

1. How does this system upgrade affect my BusinessConnect account?

The above functionalities will not be accessible by BusinessConnect administrators nor the employees linked to the BusinessConnect account during the scheduled system upgrade.

2. Why can’t I log in to my BusinessConnect account via the website?

The BusinessConnect login area is temporarily unavailable whilst we carry out a system upgrade. This means that during this time you will not be able to access or update your account information, make changes and upgrades to bookings, and redeem flights. Our Reward Shop will also be offline.

3. Can I enrol for BusinessConnect during the scheduled maintenance period?

No, but you can enrol once we are back online.

4. Can I make changes to the BusinessConnect account by linking new employee members to the account?

No, you can’t. You will be able to make changes to your account once we are back online.