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Ethiopian Airlines Customer Commitment

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Ethiopian Airlines Customer Commitment

At Ethiopian Airlines, we’re more than just an airline we’re people who care deeply about the journeys you take. Whether you're traveling across the globe or just across the country, we’re committed to offering you a smooth, respectful, and supportive experience from start to finish.

We’ll always do our best to offer you the lowest fare available for your chosen date, route, and class of service when you book through:
● Our website: ethiopianairlines.com
● Our Mobile app
● Our call center
● Any of our ticket offices or sales agents

Ethiopian works hard to get you to your destination on time, as scheduled. There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens Ethiopian will notify you, known delays, cancellations, and diversions within 30 minutes of becoming aware of a change in the status of a flight (cancellation, delay, or diversion).
• Explain the reason for the delay(if known), cancellation or diversion based on the information that we have;
• Update the information displayed at airport gates to show flight status; and
• Make information on known delays, cancellations, and diversions available on Ethiopian website, at the boarding gate for a flight at U.S. airport, by airport display boards, through Ethiopian reservation office, through your mobile phones and/or SMS/e-mail addresses or on www.ethiopianairlines.com  

It is Ethiopian's intention to deliver your checked bags to you on time. However, in the event that this does not occur, Ethiopian will make every reasonable effort to deliver your bags within 24 hours. Notify an Ethiopian employee at the airport if you cannot locate your baggage. In the rare event that delivery of your checked bags does not occur. Passengers who arrive at their destination without their entire checked luggage will be provided with an incidental payment. Ethiopian will make a one-time incidental payment of USD 150.00 for Cloud Nine or Business Class passengers to cover small expenses. Economy-class passengers if their bag does not arrive on the following day's flight, an incidental payment of USD 100.00 is given. For domestic flights One-time incidental payments of ETB 750 for C-9 and ETB 600 for Economy class shall be given immediately upon arrival (all payments apply to non-residents at destination per customer).
Ethiopian will attempt to contact owners of unclaimed baggage when a name, address, or telephone number is available. Bags unclaimed after 7 days are sent to our headquarters in Addis Ababa, where continued efforts are made to locate the bag owners. To check on the progress of your lost, damaged, or delayed baggage, please call us at 800-445-2733 or go to our website. www.ethiopianairlines.com.

We want to make it easy for you to get your money back if your plans change. If you're eligible for a refund:

  • Credit card purchases: refunded within 7 business days

  • Cash/check payments: refunded within 10 business days

N.B The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.

To process your refund smoothly, please include:

  • Your name and address

  • Credit card number

  • Ticket number(s)

  • Travel date, and route information

Refund requests can be made through our local ticket offices, travel agents, or by mail at using contact address from worldwide offices: or
Customer Refund Service Address for USA
 3133 Mt. Vernon Ave
 Alexandria, VA 22305

For passengers with disabilities:
 You deserve dignity, comfort, and full support throughout your journey.

  • Our team is trained to assist respectfully and without discrimination

  • A Complaint Resolution Official (CRO) is always available

  • We provide appropriate accommodations, especially during delays

  • Advance notice may be needed for some services

  • For flights operated by partners, please check their policies too

For unaccompanied minors:
 We take special care of children flying alone.

●       Under 5 years: Must be accompanied by an adult

●       Ages 5–11: Can travel with our Unaccompanied Minor service (adult fare + service fee)

Ages 12–17: May travel alone; Unaccompanied Minor service is optional

Ethiopian is committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delay. Ethiopian has plans and processes in place to minimize such delays.
If your flight is delayed while still on the ground, we’ll provide:

  • Drinking water and snacks

  • Access to working lavatories

  • Medical attention if needed

Ethiopian is committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delay. Ethiopian has plans and processes in place to minimize such delays. We’ll first ask for volunteers to give up their seats, with compensation

If you’re involuntarily denied boarding, we’ll explain your rights and provide:

 Written notice

 Compensation based on U.S. DOT regulations
Compensation amounts may vary:
 No compensation if Ethiopian offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
 200% of the fare to the passenger’s destination or first stopover, with a maximum of $650, if Ethiopian offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; or 
 400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,300, if Ethiopian does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.

Ethiopian will provide you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations /ticketing staffs and our representatives at the airport. This means providing clear information about:

  • Aircraft configuration, including seat size and pitch ranges at aircraft type and layout ;
  • Concerning the important terms and conditions that apply to your ticket and travel, please refer to our Contract of Carriage on our website: www.ethiopianairlines.com,
  • We also provide all important rules, restrictions and redemption information available in our Sheba Miles frequent flyer program through our web site, Membership Guide and inform the new updates through our newsletters. The recent updates will be availed on our website. www.ethiopianairlines.com.

If you're flying on a code-share flight, we work closely with our partner airlines to uphold the same high standards you expect from Ethiopian Airlines.

Your feedback helps us grow. If you have a complaint or concern:
● We’ll acknowledge it within 30 days

● We’ll respond with care and detail within 60 days

Submit feedback through our website or by contacting customer service directly. We’re always here to listen.

If your flight is canceled or you miss a connection because of us, we’ll:
● Book you on the next available Ethiopian flight

● If that’s not possible, we’ll offer:

○ Hotel accommodation

○ Ground transportation

○ One free 3-minute phone call to update someone at your destination

We’re with you until you reach where you need to go.

Click here to get information about baggage restrictions

Payment by bank cards issued in Russia is not available on the website. To finalize your booking and pay for your air tickets, you can send your booking code by e-mail to ethiopianairlines_ru@aviareps.com daily or call us at +7 (495) 937-59-45. You will be sent a link to pay for your reservation with a Russian bank card.

You can also pay by cash or Russian bank card at the airline's office at: 9, Zemlyanoy Val Street, Moscow, BC “Citidel”, 8th floor. Office working hours: Monday through Friday from 10:00 to 19:00.

Branch of AVIAREPS AG is an authorized general agent of Ethiopian Airlines in Russia. TIN/CPP 9909020040/773851001

Please be notified that for flights departing from Washington, Ethiopian Airlines has temporarily limited excess baggage to a maximum of 2 per passenger making the total number of accepted checked baggage 4 per passenger. The additional 2 excess bags will be accepted on standby and may not be shipped on the same flight.

VISA for passengers transiting through ICN
Kindly note that since our flight will have a technical landing in Seoul, passengers with the nationalities Sudan, Syria, Egypt, Yeman are required to hold a transit VISA for South Korea.

Please be informed that if your flight has a stopover at Incheon Airport (ICN), based on the local requirement you are required to disembark, go through transit security screening, and then re-board the aircraft.

Travel Advisory

1. All travelers are required to submit thier SG Arrival Card before arriving in Singapore, except:

  • Those transiting/transferring through Singapore without seeking immigration clearance

  • Residents travelling through the land checkpoints.

Please note that the SG Arrival Card is not a visa. You may refer to the requirements for entering Singapore for more information.

2. All passengers with travel history to countries with risk of yellow fever in the 6 days prior to arrival in Singapore are required to have a valid yellow fever vaccination certificate. The Yellow Fever Vaccination Certificate will only be considered valid if issued 10 days prior to arrival into Singapore.

For the detail information, including the list of countries with risk of yellow fever, click here

Please note that airport check-in time for your flight on ET928 will be from 15:00 to 18:00 local time.

If travel is on a short-term visa, you will need to have a return ticket preferably on Ethiopia Airlines. If the return ticket is on other airlines, an indemnity will have to be submitted.
Long-term visas under process - Passengers need to carry the payment receipt and Declaration. Passengers will also need to have a single-entry visa to enter South Africa. If NOT OK TO BOARD pops up during the check-in system, passengers must contact DHA-South Africa to have the status changed and obtain a "Waiver of Unfavor" letter from DHA- South Africa.

Discounted fare is available if:

ملحوظة : من الضروري تقديم المستند عند إصدار التذاكر (إذا تم الدفع في مكاتب تذاكر المدينة / المطار) ، وفي وقت تسجيل الوصول إلى شركة الطيران عند الطلب. قد يؤدي عدم تقديم المستندات المطلوبة إلى حرمان الراكب من الرحلة واسترداد التذكرة بعد خصم الغرامة المطبق.

Take the train to your plane

Ethiopian, in cooperation with Deutsche Bahn, offers its passengers the opportunity to travel with Deutsche Bahn from almost all DB stations in Germany to Frankfurt Airport.

Read the terms and conditions

Do you want to include train segment to your booking?

FAKE WEBSITE AND BANK ACCOUNT ALERT

Beware of Scammers

It has come to our notice that scammers are setting up fake websites with similar names to ours to deceive passengers. Our official website is www.ethiopianairlines.com and you can download our mobile app for easier and safer transactions.

Ethiopian officers do not call you for payment or ask you to transfer money to any specific bank account . Ethiopian has city offices and airport offices in four cities in Nigeria, namely Kano, Enugu, Abuja and Lagos; you may visit our offices for any further information.

Travel Advisory

  • Passport or national identity cards are required for all passengers traveling between Vienna and Copenhagen, along with residence permit or citizenship in one of the Schengen countries. Driving license or other ID cards are not considered as travel documents.

  • Passengers traveling between Vienna and Copenhagen who require entry visa to Schengen countries must have a valid multiple-entry Schengen visa. Passengers who already used a single-entry Schengen visa to enter Vienna or another Schengen country cannot travel on Ethiopian Airlines flight between Vienna and Copenhagen as their single-entry Schengen visa is already used.

This fare is payable in Ethiopian Birr only if you are an Ethiopian citizen, or you have a residence permit in Ethiopia.

Note:

  • It is mandatory to present all the necessary documents upon ticketing (if payment is made at city or airport ticket offices) and at the time of check-in to the airline on demand. Failure to present the required documents may result in the denial of the passenger's flight.
  • If you do not hold any of these documents, your ticket must be paid with credit/debit card on the Website/ Mobile App OR pay in cash in USD, GBP, or EUR currencies at ticket offices.

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