Etihad Customer Care India: Complete, Practical Guide

Official contact channels for India-based customers

India-based customers are served by Etihad’s global customer care network 24/7. The single source of truth for phone numbers, wait times, and language availability is the Contact Us page: https://www.etihad.com/contact-us. When you open this link from India (IST, UTC+5:30), you’ll see India-appropriate options and any temporary service advisories. Use only the numbers and links shown there to avoid impersonation or outdated details.

Digital support is often faster for simple requests. Live Chat is available via the same page and typically operates 24/7 for English queries. Etihad also supports verified social channels: X (Twitter) at https://twitter.com/EtihadHelp and Facebook Messenger via the link on its website. For WhatsApp, start only from the official link on etihad.com to be sure you’re messaging the verified business account. Never share card PINs, OTPs, or full card numbers over chat; payments are processed only via secure payment links from the etihad.com domain.

What to prepare before you contact Etihad

Having the right details ready can cut handling time by several minutes and avoids repeat calls. Keep your six-character booking reference (PNR) and the 13‑digit e‑ticket number (Etihad ticket stock begins with 607) handy. If you booked via a travel agency or an online travel site, have their reference and invoice too—refunds or changes issued by an agent often must be handled by that agent under IATA rules.

• Identity and travel: Valid passport details, date of birth, and contact email/phone on the booking. For minors, be ready to confirm guardian details and any required consent documents.
• Flight specifics: Origin/destination, preferred dates/times, and at least two acceptable alternative flights, in case your first choice is full.
• Payment proof: Last four digits of the card used, payment date/amount in INR, and bank reference (UTR) for UPI/NetBanking. Etihad will never ask for CVV/OTP.
• Special needs: Wheelchair or medical requests (SSR codes WCHR/WCHS/WCHC), MEDIF if applicable, and device specs (for Portable Oxygen Concentrators). Submit at least 48 hours before departure when possible.
• Baggage: Number of bags, approximate weight, color/brand, and photos of damaged items or receipts for emergency purchases after delays.
• Connections in India: If you’re connecting on a domestic code-share (e.g., with IndiGo 6E), have both PNRs—Etihad may need the partner record locator to assist.

For security, Etihad processes payments only through 3‑D Secure links hosted on the etihad.com domain. If you receive a link, check the URL carefully and ensure your browser shows a valid certificate. Do not email card numbers or IDs; if you must share documents, upload them through the secure form provided by the agent.

Common requests and service levels

Changes and cancellations depend on your fare brand and route. In most cases you’ll pay any fare difference plus a change fee, while fully flexible fares allow changes at minimal or no fee. Same‑day changes are sometimes possible up to check‑in closing time, subject to availability. If you miss a flight and are marked a no‑show, change options may be more limited—call care immediately.

• Refund timelines: For tickets bought direct from Etihad and paid by card, expect 7–10 Indian business days to see funds in your account after approval; UPI/NetBanking can take up to 10–15 working days depending on the bank. Tickets issued by travel agents are refunded by the issuing agent under IATA BSP rules.
• Baggage claims: File a Property Irregularity Report (PIR) at the airport before leaving the arrivals hall. Montreal Convention timelines apply—report damage within 7 days of receipt, and delayed baggage claims within 21 days. Keep receipts for essentials purchased during delay.
• Special assistance: Request wheelchairs or meet-and-assist at least 48 hours prior. Etihad follows IATA Dangerous Goods rules: spare lithium batteries must be in cabin only; up to 100 Wh generally permitted without approval, 100–160 Wh requires airline approval; over 160 Wh not accepted as baggage.
• Meals and seats: Standard special meals—AVML (Asian Veg), VJML (Jain), VGML (Vegan), KSML (Kosher)—should be requested at least 24 hours before departure. Seat selection policies differ by fare brand; premium cabins include free selection, while some Economy fares charge.

Etihad Guest mileage issues are best handled online at https://www.etihadguest.com. Keep boarding passes and e‑ticket receipts until miles post. Missing miles claims typically must be submitted within six months of travel for partner flights; sooner is better, especially for India-origin code-shares.

Airport support in India

At major Indian airports—such as Delhi (DEL, Terminal 3, Airport Rd, New Delhi 110037) and Mumbai (BOM, Terminal 2, Sahar, Andheri East, Mumbai 400099)—Etihad’s check‑in typically opens about 3 hours before departure for Economy and earlier for premium cabins, and closes around 60 minutes prior. Boarding gates generally close 20 minutes before departure. If you have tight connections or require special assistance, arrive earlier and inform ground staff at check‑in.

Indian stations served by Etihad may include Delhi (DEL), Mumbai (BOM), Bengaluru (BLR), Chennai (MAA), Hyderabad (HYD), Kochi (COK), Thiruvananthapuram (TRV), and Ahmedabad (AMD), subject to seasonal schedules. For on‑the‑day issues—misconnections, weather disruptions, or missed check‑ins—seek help at the Etihad check‑in area or transfer desk. If baggage is delayed or damaged, go straight to the airport’s baggage service counter to open a PIR; keep your boarding pass and bag tag stickers.

Escalations and consumer protection in India

If your case isn’t progressing, ask the agent to log a formal complaint and give you a case or reference number. You can also submit a detailed written complaint (with attachments) via the Feedback/Complaints form at https://www.etihad.com/contact-us or the “Help” section of the Etihad app. Most straightforward cases resolve within 7–15 working days; complex investigations (e.g., partner airlines, baggage appraisals) can take longer. Keep all correspondence, screenshots, and receipts.

For issues occurring at Indian airports or matters under Indian consumer protection, you may lodge a complaint on the Ministry of Civil Aviation’s AirSewa portal: https://airsewa.gov.in. Include your PNR, flight number, dates, and Etihad case ID. You can also seek advice from the National Consumer Helpline at 1915 or 1800‑11‑4000 (https://consumerhelpline.gov.in). If you paid by card and a refund is significantly delayed past the promised window, consult your issuing bank about dispute/chargeback timelines; these are typically time‑bound (often within 120 days from transaction or expected service date) and vary by network and bank.

Practical tips to reach an agent faster and avoid repeat calls

Call during off‑peak hours in India (roughly 03:00–06:00 IST on weekdays) to reduce wait times. Use Live Chat for quick tasks like meal requests or contact detail updates, and phone for complex changes involving fare recalculation. When you call, clearly state your goal in one sentence (“I need to move EY 203 on 12 Oct to the 13 Oct flight, any time after 10:00”). Have two backup options ready—agents can often secure those faster than searching from scratch.

For schedule changes initiated by the airline, read the rebooking email carefully; it usually outlines flexibility windows and fee waivers. If you need hotel or meal support during long delays, ask airport staff what care is provided under Etihad’s Conditions of Carriage for that disruption. Keep receipts for reasonable expenses so you can claim later if eligible, and submit baggage-related claims within the 7‑ and 21‑day Montreal Convention timelines.