Passengers can choose between Saver, Value and Flexible fares, with varying levels of ticket flexibility, refunds and seat-selection benefits across Comfort and Premium classes
Dubai: Etihad Rail has outlined different conditions for ticket changes, refunds and seat selection across its three ticket categories: Saver, Value and Flexible, available in both Comfort and Premium classes, giving passengers the ability to choose the level of flexibility that best suits their travel needs.
The company explained that the Saver ticket is designed for travellers with fixed plans, as it does not allow changes, refunds or transfers to another passenger. Seat selection is available for an additional fee, while seats are automatically assigned 24 hours before the scheduled departure time.
The Value ticket is suitable for travellers who require a moderate level of flexibility. It allows unlimited free changes up to 72 hours before the train’s scheduled departure time. After that, a fee of AED20 applies for each change, in addition to any fare difference. The ticket also includes free seat selection. Refunds and transfers to another passenger are not permitted.
In contrast, the Flexible ticket offers the highest level of flexibility, allowing unlimited free changes before the scheduled departure time and up to 30 minutes after departure. The ticket may also be transferred to another passenger before boarding. Passengers can receive a full refund if the ticket is cancelled 24 hours or more before departure, while a 30% cancellation fee applies for cancellations made on the day of travel.
Etihad Rail said passengers can change their tickets through four channels: the mobile application, the website, ticket vending machines and the call centre. However, changing the itinerary, including the departure or arrival station, is not permitted for any ticket type.
The company noted that ticket changes must comply with the terms and conditions of the relevant ticket category, as outlined in the Passenger Charter. Changes are subject to availability, applicable deadlines and approval. If the new fare is higher, passengers must pay the fare difference and any applicable fees. If the new fare is lower, no refund will be issued. Once a new ticket is issued, the original ticket becomes immediately invalid.
Regarding cancellations and refunds, passengers who are unable to travel can cancel their tickets through the Etihad Rail app or website by accessing the My Bookings section and selecting Cancel. Tickets can also be cancelled through self-service ticket vending machines at stations or via the call centre, which operates daily from 5am to 11pm.
The company added that passengers who do not travel and fail to cancel their tickets before departure will be classified as no-shows. In such cases, the ticket becomes invalid and no refund will be available.
Etihad Rail confirmed that Saver and Value tickets are non-refundable. The full value of a Flexible ticket can be refunded if cancellation is made more than 24 hours before departure. No refunds are available for no-show passengers.
Introductory fares on the Abu Dhabi-Fujairah route start from AED55 in Comfort Class and AED120 in Premium Class, with multiple ticket categories available to provide different levels of flexibility.
Etihad Rail offers two travel classes across its passenger services: Premium and Comfort.
Premium Class features:
Seats with extra legroom and reclining backrests with padded headrestsComplimentary light refreshments and beverages, with additional items available for purchase
Comfort Class features:
Power outlet and USB charging port at every seatHospitality trolley service available for purchase
