 | | Q1: | How does online reward ordering work? | | A1: | As you browse through the ETIHAD GUEST Reward Shop, you can view your preferred rewards with or without the intention of buying them. Rewards displayed on the Reward Shop depend on the delivery destination selected. For visitors, the default delivery destination is UAE; please login to see rewards offered in your delivery country. After you have added your rewards to the Basket, click on the Checkout button to adjust quantities, to select your preferred Miles-Plus-Cash combination or to delete unwanted rewards. After finalizing the payment details, click the Buy now button to submit your order. - You will receive an order confirmation by email immediately after placing the order
- Review the contents of your order and make sure your delivery address is complete and correct
- Immediately inform the Reward Merchant delivering your reward in case of any discrepancies
- Follow-up the status of your order under Your Transactions in the Your World category
- For all questions related to the delivery of your reward order, please contact the Reward Merchant
| | top | Q2: | What is the shipping policy for my order? | | A2: | Due to the variety of rewards, the shipping policy and terms may differ from reward to reward. Please check the specific policies under Merchant Details for the respective partner and the Rules & Restrictions for each specific reward. | top | Q3: | Can I cancel or return a reward order? | | A3: | Reward orders cannot be cancelled generally after submission of your order, however please note that return policies may vary across Reward Merchants and that additional, reward-specific terms & conditions may apply. In case of questions, please contact the appropriate Merchant at the number stated in your order confirmation. In case reward cancellations are permitted, please always contact the Merchant directly to cancel the order. | top | Q4: | Can I gift rewards to third parties who are not ETIHAD GUEST members? | | A4: | Yes, gifts to non ETIHAD GUEST members are permitted as the desired shipping and delivery address can be different from the address registered with your ETIHAD GUEST account. Please note, however, that certain delivery restrictions may apply to the designated shipping address which may not apply to the address of your ETIHAD GUEST account. If so, you will automatically be advised accordingly. | top | Q5: | Is it safe to use my credit card online? | | A5: | On the Etihad Guest Reward Shop you can pay with VISA and MasterCard. We use 3-D Secure Services (i.e., Verified by Visa, Mastercard SecureCode) from our Wirecard payment gateway to process your online payment. For millions of people around the world, 3-D Secure is the way to pay - trusted and secure. | top | Q6: | In what currencies can I pay my rewards? | | A6: | All non-flight purchase price settlements are processed exclusively in AED [United Arab Emirates Dirhams], USD [United States Dollars], EUR [Euro] or GBP [United Kingdom Pounds] and your credit card will be charged accordingly. For your convenience, you can set a Display Currency on the Reward Shop which will make the purchase price for all rewards appear in your preferred currency, calculated at the current applicable currency exchange rate (for information purposes only). | top | Q7: | Why can the mileage or retail price of a particular reward vary? | | A7: | Retail and mileage prices for rewards offered on the ETIHAD GUEST Reward Shop may vary according to the selected delivery destination. All reward prices are calculated on a daily basis and depend on respective currency exchange rates (provided by www.xe.com). | top | Q8: | What if I forgot my user name/password? | | A8: | If you have already registered with ETIHAD GUEST and do not remember your password, you can have your password sent to you. Select the link Forgot your Password in the login tile in the top-right corner. Just type your Username or ETIHAD GUEST Number and your email address provided at the time of registration. Well send the password to your email address. | top | Q9: | What happens if I lose a Voucher or Gift Certificate? | | A9: | Vouchers and Gift Certificates (electronic or paper) bought over the ETIHAD GUEST Reward Shop are not replaceable if lost, stolen, destroyed or expired. | top | Q10: | Where do I find all applicable terms of reward orders? | | A10: | Please find the ETIHAD GUEST Programme Terms & Conditions in the left navigation under Etihad Guest Info. For partner-specific terms, please refer to the respective Merchant Details page. For every specific reward, additional terms may be displayed under Additional Information on the Reward Detail page. | top | Q11: | What can I do in case I dont find answers to my question in this FAQ? | | A11: | For all questions related to the delivery of your reward order, please contact the Reward Merchant. Go to Your Transactions to find the contact details of your Reward Merchant. For other questions or general inquiries about the ETIHAD GUEST programme, please do not hesitate to contact a Service Center representative at the number 800 GUEST (toll-free within the UAE) or via email to guest@etihadguest.com. Additional Contacts can be found under Etihad Guest Info. | top | |
