Membership Guide. Welcome to your world of Rewards ETIHAD GUEST 1

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1 Membership Guide Welcome to your world of Rewards ETIHAD GUEST 1

2 Welcome to a world of free flights, free Rewards and total freedom! 2 ETIHAD GUEST CONTENTS Welcome 5 Earning Etihad Guest Miles 6 Etihad Guest Tiers 7 Family Membership 11 Benefits at a glance 13 Our Partners 15 Keeping track of your Miles 19 Spending Etihad Guest Miles 20 Etihad Guest Reward Shop 23 Mileage Calculator 24 Flight Rewards 25 etihadguest.com 27 Terms and Conditions 30 Contact us 34

3 WELCOME TO ETIHAD GUEST Thank you for joining Etihad Guest. We are pleased to welcome you onboard a loyalty programme that believes you deserve to be seriously rewarded. That s why we have made Etihad Guest one of the most generous and flexible frequent flyer programmes available today. Please spare some time to go through the following pages. It will help you get the maximum benefit from your membership. You will also discover the fine details and extra benefits that set us apart. Make it a point to check out our Family Membership feature, which allows up to nine members of a family to contribute to a common pool of miles so your miles build up faster. Our redemption section tells you all about how you can redeem your miles for airline tickets, cabin upgrades as well as for over 1600 products in our exclusive Reward Shop. Start a rewarding journey today You can start earning Etihad Guest Miles even without having to take a flight by staying or shopping with our growing list of retail, destination or lifestyle partners. And as soon as you enrol into the Etihad Guest Programme you will receive access to exclusive offers not available elsewhere, regular member offers, special rates on events and competitions and invitations to participate in some very exciting raffles and auctions. With Etihad Guest it is our promise that every mile earned is worth something, so you never have to lose a single mile. Unique features 1MileRedemption 1 Mile is all you need to start redeeming! Miles+Cash Don t have enough miles for a Reward? Use a combination of miles and cash. Earn miles on cash spent on flight rewards Reward Shop Choose from over 1600 Rewards. GuestSeat and OpenSeat Any seat availability, no more blackout periods. 4 ETIHAD GUEST ETIHAD GUEST 5

4 EARNING ETIHAD GUEST MILES ETIHAD GUEST TIERS Earning Etihad Guest Miles is simple and straightforward. As a member, you will earn miles every time you fly with Etihad Airways, one of our partner airlines or when you use any of our wide variety of non airline partners ranging from retail chains, hotels, leisure partners and more. With so many options to earn miles, it s easy to build up a bank of Etihad Guest Miles, which you can redeem for flights or any of the exciting array of rewards on our Reward Shop. To make your miles grow faster, take advantage of our special promotions and regular partner offers. Etihad Guest Miles This is the basic currency of our programme, earned every time you fly with Etihad Airways or when you use one of our partners. For flights taken on Etihad Airways, Etihad Guest Miles are earned at the rate of 1 mile for every mile flown. Etihad Guest Miles are valid for three years from the date you earn them, during which you can redeem them at any time for rewards. Class Bonus Miles In addition to the basic mileage you earn, we reward you generously with bonus miles for travelling in our premium classes 50% bonus for Pearl Business class and 100% bonus when you fly in Diamond First class. Tier Bonus Miles As a way of saying thank you for their loyalty, Etihad Guest Gold and Silver members will get even more Etihad Guest Miles. A bonus of 50% and 25% respectively on the miles flown on all Etihad Airways flights. See how your miles accumulate. For Example: You fly Abu Dhabi to London on Etihad Airways (3409 miles) Class of travel Etihad Guest Miles earned Miles earned Coral Economy class 100% of actual miles flown 3409 Pearl Business class 150% of actual miles flown 5114 Diamond First class 200% of actual miles flown 6818 Etihad Guest Tiers When you join, you will be part of the base tier - Etihad Guest. Based on your flight activity with Etihad Airways, which will be measured in Tier Miles or Tier Segments, you can progress upwards through Etihad Guest Silver to Etihad Guest Gold. The more frequently you fly with Etihad, the sooner you will advance to higher levels of membership where you can enjoy exclusive benefits and greater recognition. Etihad Guest Tier Miles Tier Miles are earned every time you fly on an eligible flight with Etihad. They are the actual miles flown on Etihad Airways plus any applicable Class Bonus Miles earned. Tier Miles are not earned for transactions with partners. As the name suggests, Tier miles help you move up to a higher Tier. The number of Tier miles you earn depends on the distance you fly and the cabin you fly in. Tier Miles cannot be redeemed for Rewards. Etihad Guest Tier Segments We have introduced Tier Segments to accommodate guests who travel frequently but do so on short distances. Tier Segments are earned at a rate of 1 Tier Segment for each flight made in Coral Economy class, 2 Tier Segments in Pearl Business class and 3 Tier Segments in Diamond First class. To earn Etihad Guest Miles, remember to quote your Etihad Guest Number when you fly Etihad Airways or use the services of our partners. Earning Etihad Guest Tier Miles/Tier Segments. For Example: You fly Abu Dhabi to London on Etihad Airways Class of Travel Coral Economy class Pearl Business class Diamond First class Etihad Guest Tier Miles Class Bonus Miles Total Etihad Guest Tier Segments ETIHAD GUEST ETIHAD GUEST 7

5 ONE TRIP. A WORLD OF OPPORTUNITY See how easily Etihad Guest Miles build up in just one trip depending on your tier. A member of Etihad Guest Tier flies Abu Dhabi to London Etihad Guest Miles Class Bonus Tier Bonus Total Etihad Guest Miles Coral Economy class Etihad Guest Etihad Silver Etihad Gold Pearl Business class Etihad Guest Etihad Silver Etihad Gold Diamond First class Etihad Guest Etihad Silver Etihad Gold Class Bonus: 50% for Pearl Business class and 100% for Diamond First class Tier Bonus: 25% for Etihad Guest Silver members and 50% for Etihad Guest Gold members Attaining and Maintaining Etihad Guest Tiers Whether you re higher than average with Silver or at the very top with Gold, you get so much more with Etihad Guest. To continue to enjoy your exclusive tier benefits, you should have earned sufficient Tier Miles or Segments in the last full calendar year prior to the expiry date of your membership. Tiers Attaining a Tier Maintaining a Tier Tier Miles Tier Segments Tier Miles Tier Segments Etihad Guest Silver 25, , Etihad Guest Gold 50, , Etihad Guest Tier Miles/Segments are tracked in any rolling 12-month period to measure a particular Etihad Guest Tier, or upgrade to a higher tier. Once you have attained a tier, your status is valid for the rest of that calendar year plus one year for Silver and 2 years for Gold. In addition, you will enjoy the benefits of the tier for a bonus 3 months. For example, if you reach Etihad Guest Silver in November 2009, you can enjoy the Silver status until March If you attain your Etihad Guest Gold Tier in November 2009, you can enjoy the Gold status until March ETIHAD GUEST GOLD This is the validity of your Etihad Guest Gold membership Nov 2009 Jan 2011 Dec 2011 Mar 2012 You re now an You can enjoy all the Etihad Guest Gold Tier benefits Gold member! You should earn 40,000 Tier Miles or 30 Tier Segments until Mar 2012! within this period to retain your Gold status ETIHAD GUEST SILVER This is the validity of your Etihad Guest Silver membership Nov 2009 Jan 2010 Dec 2010 Mar 2011 You re now an You can enjoy all the Etihad Guest Silver Tier benefits Silver member! You should earn 20,000 Tier Miles or15 Tier Segments until Mar 2011! within this period to retain your Silver status 8 ETIHAD GUEST ETIHAD GUEST 9

6 100% transfer of Etihad Guest Miles to Family Head account Separate Etihad Guest membership for everyone Enrol up to 9 family members Pooling miles means quicker redemption FAMILY MEMBERSHIP Generosity is the hallmark of Etihad Guest, whether it be the miles you earn or the Rewards you get; our Family Membership is no less generous. Up to nine members can be enrolled into one Family Membership account. What s more, every single Etihad Guest Mile earned by a Family Guest is transferred into the Family Head account. The Family Head will manage redemption of all Etihad Guest Miles, but each member in the family account will continue to hold an individual Etihad Guest Number and receive 100% of the Etihad Guest Tier Miles. As explained earlier, it s the Tier Miles which decide whether you are a Silver or Gold member, so even if your Eithad Guest Miles have been transferred to the Family Head s account, if you have the required number of Tier Miles you can progress through the tiers at your own pace. Creating a Family Membership is as easy as logging on to etihadguest.com and requesting a Family Membership online. Members eligible to become Family Guests are: father, mother, brother, sister, spouse, child, grandchild, grandparent, parent-in-law, step-parent, step-child, stepsibling, step-grandchild, and household help. Take advantage and create your Family Membership account today. Pool your miles and get to your Rewards faster. 10 ETIHAD GUEST ETIHAD GUEST 11

7 BENEFITS AT A GLANCE BENEFITS ETIHAD GUEST ETIHAD GUEST SILVER ETIHAD GUEST GOLD Tier Bonus Miles 25% 50% Additional 50% Etihad Guest Miles for travel in Pearl Business class Additional 100% Etihad Guest Miles for travel in Diamond First class Earn Etihad Guest Miles with our partners Family Membership Online redemption via Reward Shop Travel preferences recorded online Waitlist priority 1 Guaranteed Coral Economy seat 4 Upgrade using miles from Coral Economy class to Pearl Business class Upgrade using miles from Pearl Business class to Diamond First class If booked 48hrs in advance Instant Upgrades at the airport 7, 8 If booked 48hrs in advance If booked 48hrs in advance Instant Upgrades at the airport 7, 8 If booked 24hrs in advance If booked 48hrs in advance Instant Upgrades at the airport 7, 8 If booked 48hrs in advance Instant Upgrades at the airport 7, 8 Lounge access - Pearl Business class Lounge 2, 5 Self Self + guest Excess baggage allowance 6 10kgs 15kgs Fast Track Immigration & Baggage 3 Notes 1. Applicable on revenue tickets for Etihad Airways marketed and operated flights and not on partners. 2. Only when travelling on Etihad Airways operated flights. 3. Only where service is offered. 4. Bookable in the highest economy fare. 5. Accompanying guest of Gold member should be travelling on Etihad Airways. 6. Not applicable on routes where the piece concept operates. 7. On duty manager s discretion and subject to seat/ meal availability. 8. Member transacting the miles should be present when requesting an Instant Upgrade at the airport for a family member or a friend. For detailed explanation of the service benefits, please refer to the Etihad Guest website. 12 ETIHAD GUEST ETIHAD GUEST 13

8 OUR PARTNERS With our growing list of global partnerships you can earn miles when you fly, stay, drive or shop with any of our partners. Regular partner promotions provide you with exciting opportunities to earn even more miles. Our list of partners is continuously growing, for a full updated list please visit etihadguest.com. Earning miles with airline partners Our airline partners not only give you the opportunity to visit destinations around the world to which we don t fly ourselves, they also allow you to earn and spend miles with them! Non-airline partners Take advantage of the attractive earning opportunities offered by our non airline partners - hotels, financial institutions, car rental companies, retail chains, telecommunication services, lifestyle partners and many more. Remember to quote your Etihad Guest Number whenever you make a reservation, and present your Etihad Guest Card at the point of transaction such as checking in for a flight or into a hotel, or collecting a rental car The mileage earning rate varies with individual partners but there are so many tempting offers that you can indulge in your favourite pastime and watch your balance grow. To discover our partners and to find out the number of miles you can earn with them, simply visit etihadguest.com and visit our partners section. The Etihad Guest Miles you earn with our partners are tracked and credited to your account approximately six to eight weeks after your transaction. For missing partner activity, please refer to the partner contact detailed on etihadguest.com 14 ETIHAD GUEST ETIHAD GUEST 15

9 Hotel Partners Financial Partners Shopping Partners Airline Partners Leisure and Lifestyle Partners Car Rental Partners Destination Partners Telecom Partners Etihad 16 ETIHAD GUEST ETIHAD GUEST 17

10 KEEPING TRACK OF YOUR MILES Your statement records all the miles you have earned and redeemed within a given period. This will not only help you plan your spend, it will also enable you to see how close you are to maintaining your current tier or attaining a higher tier. You can subscribe to monthly e-statements that include our quarterly newsletter detailing special offers and promotions. You can always check your mileage status and any special promotions we have on offer at any time by logging on to etihadguest.com. The e-statement will be mailed to the address currently stored in your profile. If you wish to update your contact details at any time, please log on to etihadguest.com and update your profile. Remember to keep a copy of the original documents for your records until the miles have been credited. The easiest way to claim missing miles is through our website at etihadguest.com. Alternatively you can also claim missing miles by sending your original boarding pass or a copy of your ticket coupon to the Etihad Guest Service Centre within 6 months of the transaction. Please allow up to eight weeks for partner miles to be credited to your account. Claim Missing Miles You can claim missing miles for flights up to six months from the date of travel or three months prior to your enrolment date. 18 ETIHAD GUEST ETIHAD GUEST 19

11 SPENDING ETIHAD GUEST MILES Whether you want to fly, stay, shop, dive or live the life of James Bond, you can exchange your miles for your dream Reward! We have over 1600 Rewards today and the list is growing. You can spend all your miles or you can choose our Miles+Cash option. Unlike other programmes, we offer you the total flexibility to decide how many miles you would like to redeem and how much cash you would like to contribute. It s this combination of flexibility and opportunities offered that s earned us the title of being one of the most rewarding programmes in the industry, and our numerous awards are ample proof of this. What makes us unique! Miles+Cash If you don t have enough miles to redeem for a Reward, you can use a combination of miles and cash. You can decide how many miles you want to use and pay for the rest in cash with our Miles+Cash feature. What s more, you also earn miles on the actual cash spent on Flight Rewards. To make it easier, we have designed a Slider Tool to help you see the ratio between miles-redeemed and cash-required. You can also see immediately the value of each mile you are spending. No blackout periods Etihad Guest lets you book even the very last seat if you have the required number of miles, as we do not restrict you with blackout dates. GuestSeat You can book a GuestSeat for the same or less miles than you would normally expect to pay with any other airline programme and with no blackout periods. Look out for GuestSeat offers to enjoy flight redemptions and to stretch your miles further. Any seat availability, OpenSeat concept Enjoy the flexibility of any seat being available when you use Etihad Guest Miles to redeem an OpenSeat Flight Reward. With our OpenSeat feature you can book any available seat across all our routes. Coupled with our no blackout policy, this ensures that you can get a redemption seat on any flight in any season! Immediate Rewards With our 1MileRedemption feature, fly once and enjoy instant Rewards! All you need is 1 mile to use our Miles+Cash feature to redeem for your favourite Reward. To check on the latest attractions, visit our online Reward Shop today. Miles 84 THE SLIDER TOOL Value per Mile USD Cash (USD) 2, Add to Basket Unique features 1MileRedemption Miles+Cash Earn miles on cash spent on flight rewards Reward Shop GuestSeat and OpenSeat 20 ETIHAD GUEST ETIHAD GUEST 21

12 ETIHAD GUEST REWARD SHOP Etihad Guest Reward Shop exciting rewards are just a click away! Our Reward Shop is one of the easiest and most rewarding to use. With over 1600 Rewards, many of which are not available in stores, you are spoilt for choice. From elegant household items, flights, exciting adventure rewards, jewellery, electronics and more, the Etihad Guest Reward Shop has something for everyone. We also feature unique ways to redeem miles, like our James Bond experience. Our online raffles and auctions are two very popular features. Participate in our raffles and you can win prizes for a fraction of the actual cost. We are continuously adding to our list of rewards; as we go to print we have over 1600 rewards to offer you. A quick way to check out what s available today is by logging on to our Reward Shop. Most of our rewards are available for worldwide delivery, so no matter where you are based, you are sure to enjoy shopping at the Etihad Guest Reward Shop! Rewards in the air Redeem your Etihad Guest Miles on flights with us, in any cabin. The easiest way to do it is online. Refer to the interactive mileage calculator or the Reward table to find out the number of miles required for your chosen flight. You can also book a Reward by calling the Etihad Guest Service Centre. Redeem your miles for free tickets with Etihad Airways, as well as with our airline partners, for yourself or for family and friends. 22 ETIHAD GUEST ETIHAD GUEST 23

13 THE MILEAGE CALCULATOR FLIGHT REWARDS Redeem your Etihad Guest Miles for a one way or a return Flight Reward. Log on to etihadguest.com to check your miles balance, flight availability and to book your flight. You can also contact the Etihad Guest Service Centre to book your Flight Reward. After you complete your transaction, the miles will be debited from your account and you will receive your e-ticket. You can also redeem your miles for tickets with our airline partners. Upgrades using miles Now you can travel in even greater comfort and luxury by redeeming your Etihad Guest Miles and treating yourself to a flight upgrade to the next higher cabin on Etihad Airways flights. 48 hours before the flight To avoid disappointment, contact the Etihad Guest Service Centre at least 48 hours before the flight to book a flight upgrade. Instant Upgrades As an Etihad Guest Member you have the added benefit of redeeming your miles to instantly upgrade yourself to the next higher cabin at any airport on our network when you check-in. Upgrades at the airport are subject to availability of seat and meal and according to time to flight closure and are solely at the discretion of the Duty Manager. Provided that you have enough miles in your account, all you have to do is present your membership card and enquire with our check-in staff, and they will be happy to process your request. Instant Upgrades at the airport are available for yourself or a guest travelling with you on the same flight. While our Etihad Guest Silver Members and our Etihad Guest Members can redeem miles for an upgrade from Coral Economy class to Pearl Business class, our Etihad Guest Gold Members have the exclusive benefit of redeeming miles for an upgrade from Pearl Business class to Diamond First class as well. Visit our mileage calculator and at the click of a button see how far your miles can take you! 24 ETIHAD GUEST ETIHAD GUEST 25

14 LOG ON TO etihadguest.com Whether you wish to redeem your miles for a Flight Reward, or update your account profile, or simply check on the status of your account, you can save time when you use our services online. All you need to do is login with your Etihad Guest Number and password on etihadguest.com. If you have forgotten your password, simply click on Request/Forgotten password link on the login page. You can also contact the Etihad Guest Service Centre for assistance. Join See how rewarding it is to be a member of Etihad Guest. Discover what makes Etihad Guest so different from the rest. Family Membership Enrol up to 9 members right away. Sign up for a family account today and see how your miles build up! Your Page Customize and create your own Etihad Guest page using this feature. It gives you the flexibility to choose what you would like to see when you log on to your account. Your Account Update your profile and ensure that we have your latest contact information. Better yet, tell us more about your preferences and interests! Password Change Regularly change your password to ensure higher security for your online transactions. Transaction Details Keep a track of how many Etihad Guest Miles you have earned and redeemed and how close you are to attaining your next tier. 26 ETIHAD GUEST ETIHAD GUEST 27

15 Your Miles Know more about your Etihad Guest miles and find out the many ways to earn them. How to Redeem See the endless possibilities of redeeming your miles with Etihad Guest. Your Rewards Check out the numerous rewards available on our world-class Reward Shop. Don t miss the auctions and raffles that we have from time to time. Visit rewards.etihadguest.com for details. Your Offers See the latest offers we ve hand-picked to make Etihad Guest a more rewarding experience for you. Partners Click here to see all our Partners, arranged by category for your convenience. Communication Preferences Subscribe to the many different special offers, newsletters, statements and latest news items to keep up to date on what is happening in the Etihad Guest world. Claim Missing Miles If you find that any of your Etihad Guest Miles are not credited to your account, have your miles retroactively credited within six months of the transaction. Redeemable Destinations View the list of Etihad Airways destinations available for you to redeem on etihadguest.com Mileage Calculator Do away with the lengthy mileage tables and simply use our mileage calculator to check the total miles you will earn on a flight or to determine the number of miles you require to redeem a flight. Slider Demo View the Slider demo on any reward page and learn how to use this exciting tool. Contact us Find out how you can contact us by phone, fax, or post. 28 ETIHAD GUEST ETIHAD GUEST 29

16 Terms & Conditions These Terms and Conditions form the basis of the Etihad Guest programme. They would apply to the relationship between Etihad Airways and the members of the Etihad Guest programme and are intended to protect both our members and Etihad Airways. It is your responsibility to read and understand them. The definitions are set out at the end of these Terms and Conditions. These Terms and Conditions are effective as at the date of publication and may be changed/modified by Etihad Airways at any time. For the latest Terms and Conditions, please refer to the Etihad Guest website, Membership Enrolment Application to join the Etihad Guest programme deems acceptance of all Terms and Conditions 2.1.Enrolment Application to join the Etihad Guest programme deems acceptance of all Terms and Conditions of the said programme Subject to local laws, application to join the Etihad Guest programme is open to any individual who is at least two years of age Membership of the Etihad Guest programme is open only to individuals. It is not open to companies, trusts, partnerships or other entities Etihad Guest Membership is not transferable To apply for membership, you must complete the Enrolment Form and provide all mandatory details. Applications in respect of Members under 18 years of age must be completed on their behalf by a parent or a guardian. Etihad Airways may accept or reject any application at its absolute discretion The start date of your membership will be the date the Enrolment Form was signed or the date the application was made via the web, telephone or at the Etihad Guest Service Centre. If an application is rejected then any benefit that may have been accrued will be null and void It is your responsibility to ensure that you take appropriate care of your Etihad Guest Card with your Etihad Guest Number to prevent unauthorized persons from accessing your account When you enrol into the Etihad Guest programme, you will either select a secure password or one will be supplied to you. This password will be used to authenticate members wishing to perform transactions via the web You should not disclose this password to another person. Please make sure that your password is not written down and kept with your Etihad Guest Card Etihad Guest Cards The Etihad Guest Card may only be used by the member named on that card. The Etihad Guest Card is not a credit card and is used for the purpose of identification only The Etihad Guest Card is the property of Etihad Airways and must be returned whenever requested Etihad Airways and Etihad Guest Partners have the right to require you to produce your membership card and quote the membership number at any time while booking, ticketing, or while travelling on or claiming a Reward Loss or Damage of Etihad Guest Card In the event of loss, theft or unauthorized use of your Etihad Guest Card, it is your responsibility to inform Etihad Airways as soon as possible. You are liable for all use of your Etihad Guest Card or Etihad Guest Number until we are notified of the loss or unauthorized use of your card Etihad Guest Cards that have been lost or damaged can be replaced via the Etihad Guest Service Centre. Such replacement of Etihad Guest Cards will be subject to a fee of 500 Etihad Guest Miles Cancellation of Membership You may at any time cancel your membership by providing written notice to Etihad Airways. Upon receipt of the notice, we will cancel the relevant membership and all accumulated Miles in your membership account will immediately expire. Accordingly, we would like you to carefully plan all cancellations to avoid any unintentional loss of accumulated Miles Etihad Airways retains the right to cancel your membership in the event of any breach of the membership Terms & 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 After a period of thirty six months of inactivity by you, Etihad Airways reserves the right to terminate your membership account An Etihad Guest Account will be automatically terminated on the death of the member. Miles accumulated prior to this will be cancelled. However, Etihad Airways may, at its own discretion, reinstate Etihad Guest Miles in favour of the heirs of the deceased upon application of his/her representative, or in the case of a Family Membership, in favour of the nominee appointed by the remaining Family Guest Members If Etihad Airways terminates or cancels your membership, all accumulated Etihad Guest Miles and Etihad Guest Tier Miles are deemed to have expired and will immediately be removed from your membership account. 3. Family Membership Etihad Guest Members from the same family may elect to pool their mileage by starting a Family Membership. One member from the family is designated as the Family Head. As a Family Head you may nominate a maximum of eight family members (Family Guests) to be enrolled in your Family Membership Family Members eligible to become Family Guests are: brothers, sisters, father, mother, spouse(s), children, grandchildren, grandparents, parents-in-law, step-parents, step-children, stepsiblings, step-grandchildren, and one household help A Family Guest must be an existing Etihad Guest Member; otherwise they must enrol first and then be nominated into a Family Membership. Once listed as a Family Guest, such members cannot be replaced for a period of 12 months All correspondence pertaining to the Family Membership will be sent to the Family Head Family Guests will be able to accrue Etihad Guest Tier Miles and attain/maintain their own level within the Etihad Guest programme. However, all Etihad Guest Miles will be automatically transferred to and accumulated under the account of the Family Head Either the Family Head or the Family Guest on their own may cancel the participation of a Family Guest at any time by giving written notice to the Etihad Guest Service Centre. However, the Etihad Guest Miles accumulated in the Family Membership will remain with the Family Head and are not transferable or divisible on separation The Family Head maintains exclusive control of the account balance and as such controls all redemptions made through the Family Membership Etihad Airways retains absolute discretion to accept or reject any application for Family Membership and to cancel any member s account in the event of breach of the terms and conditions of the Etihad Guest programme. 4. Guest Tiers The number of Etihad Guest Tier Miles or the qualifying flights required for each tier, and the benefits and privileges provided to a member at each Guest Tier are detailed in the member guide and may be changed at any time without notice A member may earn Etihad Guest Tier Miles/Segments for qualifying flights on Etihad Airways flights or Etihad Airways partner airline flights as specified in the latest Etihad Guest communication as issued from time to time. 5. Earning Etihad Guest Miles You may earn Etihad Guest Miles from the day you enrol in the Etihad Guest programme by travelling with us or by using other products or services supplied by participating Partners as specified in the latest Etihad Guest communication as issued from time to time. Etihad Airways will credit the Etihad Guest Account of the member irrespective of the identity of the person or the entity paying for the ticket or services. Members are personally responsible for informing any third party or entity paying for the ticket or services including but not limited to the Member s employer in respect of the advantages obtained through the Etihad Guest programme All mileage and subsequent Rewards must be earned according to the terms and conditions of the Etihad Guest programme 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 paying for other qualifying products or services Etihad Airways reserves the right to make Etihad Guest Miles and promotional offers available to selected members based on flight activity, geographic location, programme participation or information supplied by the member Etihad Guest Miles will be issued only for flights actually flown by you and will be based on the class of the ticket you have paid for and will not reflect any complimentary upgrades Only qualifying fares on Etihad Airways or Etihad Guest Partner Airlines qualify for mileage credit. The following fare types will not qualify for mileage credit - travel industry reduced rates, free or non revenue tickets, military or government tickets and any other fares that are from time to time declared by Etihad Airways to be ineligible for mileage credit Etihad Guest Miles are only credited for services and products actually supplied and paid for. In particular, no miles will be earned in connection with products or services which have been ordered but cancelled prior to payment When an Etihad Guest redeems Etihad Guest Miles in combination with cash against the purchase of a qualifying flight, Etihad Guest Miles will accrue only in respect of the paid part of that purchase Provided the Etihad Guest Member has provided the necessary information at the time of ticketing / time of check-in, mileage will be credited within 3 days of travel. Mileage credit in respect of purchase of a product or service from an Etihad Guest Partner will be as specified in the most current edition of the member guide or the most recent Etihad Guest communications issued 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 miles accrual Any services offered by non-airline Etihad Guest Partners at employee reduced rates may not qualify for miles accrual All miles have no cash value Etihad Guest Miles are valid for a threeyear period from the date of the activity for which they were earned. Unused Etihad Guest Miles will expiry at the end of such validity period Only you as a member may authorize the deduction of miles or issue of rewards from your Etihad Guest Account Crediting Etihad Guest Miles While Etihad Airways and Etihad Guest Partners make every attempt to provide accurate credit of mileage, it is your responsibility to retain and provide the necessary documents, such as boarding passes, tickets and receipts in the event that a retroactive credit is claimed Etihad Guest Miles are not transferable and cannot be combined with miles of any other Etihad Guest Account except as part of a Family Membership as explained in Section 3 above. Credit is not given for any activity undertaken before membership is granted unless otherwise specified by Etihad Airways Mileage Statements Mileage statements will be issued to you periodically at the discretion of Etihad Airways. You can also view your account information online Details of any Etihad Airways mileage earned should appear on your account within 7 days of travel, and any partner credits should appear within 60 days of the activity. 6. Redeeming Etihad Guest Miles All Rewards available in the Etihad Guest programme are as specified on our website, in the most current edition of your member guide or the most recent Etihad Guest communications issued. These are subject to the terms and conditions of each Rewards provider You may claim Rewards either when you have sufficient miles accumulated in your Etihad Guest Account or you may contribute cash as part payment for Rewards as communicated by the most recent Etihad Guest communications issued All Rewards must be booked via the Etihad Guest website, or via the Etihad Guest Service Centre as specified in the most current edition of your member guide or the most recent Etihad Guest communications issued Where cash is made as part payment for flight Rewards a minimum contribution of miles may be required. The minimum contribution can be altered at anytime by Etihad Airways without notice All Flight Rewards must be either on the routes operated by Etihad Airways or an Etihad Guest Partner All Rewards are subject to availability and the Reward providers restrictions. The number of Etihad Guest Miles required for a Reward is subject to change. All travel restrictions and conditions that are made applicable by Etihad Airways or the Reward provider from time to time will be applicable to flight Rewards You must book your Reward tickets no less than 3 working days prior to departure for all Etihad Airways flights and no less than 14 working days notice for booking on Partner airline flights Etihad Guest Miles may be re-credited to a member if no part of the Reward ticket has been used, the Reward ticket is valid and the Etihad Guest Miles used for such Reward ticket would not have expired if not for the redemption. Any Etihad Guest Miles that have expired will not be re-credited To the extent permitted by law Etihad Airways accepts 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 Etihad Airways or an Etihad Guest Partner, or in connection with a refusal to supply a Reward by Etihad Airways or an Etihad Guest Partner. The Rewards supplied to a Member will be subject exclusively to the terms and conditions of the party supplying that Reward. Etihad Airways strongly recommends that you check the terms and conditions of Etihad Airways as appearing in their website and those of the Etihad Guest Partners prior to redeeming Reward travel that encounters a delay or cancellation by Etihad Airways will be managed in line with commercial revenue procedures Children travelling as unaccompanied minors or young persons may travel alone only on Reward bookings made at full adult mileage redemption levels Flight Rewards and Upgrade Rewards can be made for infants under 2 years of age, and will be priced at 25% of the normal mileage cost for such Rewards. 30 ETIHAD GUEST ETIHAD GUEST 31

17 Flight Rewards and Upgrade Rewards can be made for children between 2 and 12 years of age, and will be priced at the full mileage cost for such Rewards If an Etihad Guest is under 18 years of age, reservations must be made with the consent of their parent or legal guardian Reward Flight ticketing You cannot be waitlisted when booking Reward flight tickets. Open-dated flight segments are not permitted in Reward flight itineraries If your ticket is lost, stolen or destroyed, Etihad Airways may issue a replacement ticket for a replacement fee Tax/Insurance You are responsible for paying all applicable taxes, fees and any surcharges (including, but not limited to, Customs, inspection, immigration, security, agriculture, facility and departure/arrival charges and any administrative fee) You are responsible for obtaining all necessary travel documents (including but not limited to insurance and visa) for Reward travel Upgrade It is possible to obtain a one-class upgrade on Etihad Airways flights using Etihad Guest Miles, provided the revenue ticket has been issued prior to the upgrade being requested, space is available and you have sufficient miles in your Etihad Guest Account. Upgrades are available from Coral Economy Class to Pearl Business Class for all members and from Pearl Business Class to Diamond First Class for Gold/ Elite members only Upgrade Rewards can only be obtained in conjunction with Revenue tickets booked in certain Booking Classes. The Revenue ticket must be in the following classes: Y, B, H, K, M, Q in Coral Economy Class or J, C in Pearl Business Class For the avoidance of doubt, in the event that you upgrade a revenue ticket pursuant to this clause, the fare and ticketing rules applicable to the revenue ticket will still apply irrespective of your class of travel 6.5. Change/Cancellation of a Reward ticket Reward tickets (including upgrades) are valid travel documents and are issued under the same terms and conditions as commercial revenue tickets. These tickets are subject to those same conditions in the event of changes/ cancellations by you Name changes are not permitted on any Reward flight ticket We will issue any reward to a third party at your request, but once issued, rewards are not transferable 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. Miles for such reward flights booked but not honoured will be reinstated to members accounts. 7. Partners Etihad Airways may change or terminate Etihad Guest Partners, or modify partner agreements as it deems necessary from time to time and without notice to members Any participating Etihad Guest Partner may at any time withdraw from the programme or change the terms and conditions of the supply of products and services. We cannot guarantee that any participating company will continue to participate in the Etihad Guest programme nor can we guarantee the continued availability of any particular Reward Etihad Airways will honour miles which have been allocated and reported by a participating partner prior to its withdrawal from the Etihad Guest programme. We are not responsible if a participating company which withdraws from the programme fails to issue Etihad Guest Miles or notify us of the Rewards Rewards in relation to products and services offered by Etihad Guest Partners including but not limited to hotel, car rental or leisure partners are earned 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 website Earning Miles with Etihad Guest Partners Etihad Guest Miles may be earned only by the Member whose name appears on the invoice or order for the purchase of products and/or services with an Etihad Guest Partner Etihad Guest Miles cannot be split between two or more Members As an Etihad Guest member you will earn your Etihad Guest Miles in accordance with the terms and conditions of the Etihad Guest Partner as deemed eligible by the partner. 8. Auditing Etihad Airways reserves the right to audit any and all Etihad Guest Accounts in the programme at any time and without notice to the member to ensure compliance with the programme rules and applicable conditions of carriage and/or tariffs In the event that an audit reveals discrepancies or violations, the processing of Rewards or statement of account may be delayed until the discrepancies are resolved to the satisfaction of Etihad Airways. 9. Changes or Termination of the Etihad Guest Programme Etihad Airways may change the Etihad Guest rules in whole or in part, at any time without notice. However we will make all reasonable efforts to give you prior notice of the changes Etihad Airways has the right to terminate the Etihad Guest programme at any time. We will make all reasonable efforts to give you prior notice of the termination of the Etihad Guest programme Etihad Airways reserves the right to interpret and apply the policies and procedures communicated in these Terms and Conditions. All decisions by Etihad Airways shall be final and conclusive in each case. These Terms and Conditions supersede all previously published Terms and Conditions Etihad Airways in its sole judgment reserves the right to disqualify a member from further participation in the Etihad Guest programme, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used if Etihad Airways deems the member has engaged in wilful misconduct or has breached any of the Terms and Conditions governing the programme including but not limited to: failure to follow Etihad Guest 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 Etihad Airways including but not limited to infraction of the tariffs of Etihad Airways or any Etihad Guest Partner airline participant in the programme, any untoward behaviour with reference to any Etihad Airways employee or refusal to honour Etihad Airways employees> instructions. 10. Law and Jurisdiction These Terms and Conditions and the relationship between Etihad Airways and each member are governed by UAE law as applied in the Emirate of Abu Dhabi. In joining the programme, you are agreeing to submit to the exclusive jurisdiction of the UAE If in any jurisdiction, the programme, the issue of 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 miles or rewards and any related documents are void. 32 ETIHAD GUEST ETIHAD GUEST 33

18 CONTACT US If you are living in Call Fax UAE Toll-free 800 GUEST or Middle East Africa Asia Americas Europe India Pakistan By post Etihad Guest Service Centre PO Box Abu Dhabi United Arab Emirates By guest@etihadguest.com For More information Visit etihadguest.com 34 ETIHAD GUEST ETIHAD GUEST 35

19 etihadguest.com October ETIHAD GUEST