Etihad will offer refunds to all consumers who purchased airfares in Australia which were consequently cancelled due to COVID-19.
The airline will contact consumers who booked directly with the airline as well as Australian-based travel agents to inform customers they can elect to receive a refund for a cancelled flight even if they had previously accepted a “flight credit.”
The change comes as the Australian Competition and Consumer Commission (ACCC) raised concerns about the airlines rebooking policy.
From March 26 to June 3, Etihad’s COVID-19 rebooking policy did not provide customers with the right to a refund if their flight was cancelled due to pandemic restrictions.
This policy was updated on June 3 to include flights departing from Australia.
Etihad’s conditions of carriage now state that a consumer can elect to receive a refund in the event that Etihad fails to operate their flight reasonably according to schedule, for any reason.
ACCC Chair Rod Sims said the move by Etihad to contact affected customers was one that other airlines should follow.
“We are pleased that Etihad is fulfilling its obligations under its conditions of carriage by offering refunds to thousands of Australian customers with cancelled flights,” said Mr Sims.
“Etihad’s revised policy, and its decision to also offer refunds to consumers who weren’t previously advised of their right to a refund, should serve as a model for other airlines.”
