Payload Rewards
terms and conditions
These Terms & Conditions form the basis of the Etihad PayloadRewards program (the “Program”). They would apply to the relationship between Etihad Airways and the members of Etihad PayloadRewards and are intended to protect both the members and Etihad Airways. It is your responsibility to read and understand them. They contain very important information about your rights and obligations, as well as limitations and exclusions that may apply to them. The definitions are set out at the end of these Terms & Conditions. These Terms & Conditions are effective as at the date of publication and may be changed/modified by Etihad Airways at any time.
2.1. Enrolment
2.1.1. Application to join the Program acknowledges acceptance of all its Terms & Conditions.
2.1.2. Subject to local laws, application to join the Program is open to any organisation except where:
2.1.2.1. The applying Organisation, or any party connected to it, is already member of another EtihadPayloadRewards account, sales incentive, discount or any type of corporate deal.
2.1.3. Membership to the Program is open only to organisations. It is not open to individuals, clubs, groups, Etihad Airways staff and staff of the organisation joining the Program.
2.1.4. The Program’s membership is not transferable.
2.1.5. To apply for membership, an Organisation must complete the registration form by clicking on the PayloadRewards page at https://www.etihadcargo.com/en/loyalty and provide all mandatory details.
2.1.6. During registration, an Organisation will be asked to nominate one employee as an Administrator on behalf of the Organisation. The Administrator will be responsible for managing the corporate account and for redeeming Miles from the said account.
2.1.7. Redeeming Miles can be only be done by the Organisation’s Administrator.
2.1.8. Etihad Airways may accept or reject any application by an Organisation at its absolute discretion.
2.1.9. The start date of the Etihad PayloadRewards membership will be the date the Registration is approved and successfully enrolled.
2.1.10. It is the responsibility of the Organisation to ensure that appropriate care is taken of the Program’s account to prevent unauthorized persons from accessing the account.
2.1.11. When the Administrator registers an Organisation into the Program, a password will be generated by the system. This password will be used to authenticate Organisation Administrators wishing to perform transactions via the web.
2.1.12. Organisation Administrators must not disclose this password to another person.
2.1.13. The Program members will be able to accrue Etihad Guest Miles and tier miles.
2.1.14. The Etihad Guest Miles credited to an Organisation’s account will be awarded on the Gross Revenue paid.
2.1.15. All communication regarding the Program membership will be sent to the Administrator.
2.1.16. An Organisation cannot have more than one Etihad PayloadRewards Administrator in the program.
2.1.17. Etihad Airways reserve the right to monitor and audit membership, registration and accounts of members of the Program at any time to ensure compliance with these conditions.
2.1.18 Membership to the Program has no expiry unless either party terminates the membership in writing.
2.2. Termination of Membership
2.2.1. An Organisation may at any time cancel their registration by providing written notice to the PayloadRewards Officer. Upon receipt of the notice, Etihad Airways will cancel the relevant Etihad PayloadRewards account and all accumulated Miles in the account will immediately expire.
2.2.2. Etihad Airways retains the right to cancel an Organisation’s membership in the event of any breach of the membership Terms & Conditions. Any Reward booking made by the Administrator either before or after the date of breach will be subject to review, and possible cancellation, by Etihad Airways.
2.2.3. After a period of twenty four months of inactivity on an account, Etihad Airways reserves the right to terminate an Organisation’s Etihad PayloadRewards membership
3.1.1. An Organisation must provide Etihad Airways with a correct mailing address and email address for an authorised officer of the Organisation and the Administrator. If there is a change of the relevant mailing /email addresses the Organisation should inform the PayloadRewards Officer in writing.
3.1.2. Change of name and details of the Organisation’s Administrator must be in writing and supported by an Organisation letter headed paper and company stamp signed by a member of the organisation’s senior management team.
3.1.3. From time to time, Etihad Airways may use the data furnished by the Administrator on his Organisation to send to the Organisation relevant and valuable offers from Etihad partners. If an Organisation has any objection regarding use of the Organisation’s data, the Administrator may request that the data not be used for such purposes.
3.1.4. In the event that more than one Etihad PayloadRewards account number is assigned to an Organisation in error or oversight, the accounts will be combined and the Miles transferred to one single account, less any duplicated bonuses or Miles from the same activity. The other accounts will then be terminated.
3.1.5. This merging of accounts can be requested by the Administrator or can be conducted at Etihad Airways’ discretion.
4.1 Earning Etihad Guest Miles
4.1.1. The Organisation may earn Etihad Guest Miles from the day the Organisation is accepted as a member of the Program.
4.1.2. All mileage and subsequent Rewards must be earned according to the Terms & Conditions of the Program.
4.1.3. Etihad Airways reserves the right to make Etihad Guest Miles and promotional offers available to selected Organisations based on cargo activity, geographic location and program participation.
4.1.4. Etihad Guest Miles will be issued only for cargo actually flown on scheduled services and paid for by the Organisation. Etihad Guest miles issued will be based on the Gross Revenue paid and will not reflect any adjustments or refunds.
4.1.5. Only cargo flown with Etihad Airways flight numbers will qualify for mileage credit. Exemptions from mileage earning includes, but is not limited to, post office mails, and Free of Charge Cargo.
4.1.6 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.
4.1.7. Etihad Guest Miles cannot be exchanged for cash and hold no cash value.
4.1.8. The validity period of Etihad Guest Miles is extendable. The validity of Etihad Guest Miles will be extended based on Qualifying Activity. A Qualifying Activity extends the Etihad Guest Miles validity period by 18 months.
4.1.8.1. Etihad Guest Miles will expire in the event a Payload Rewards member does not fulfil the criteria of a Qualifying Activity within a period of 18 months after the last Qualifying Activity.
If a Payload Rewards member does not qualify for the extension within 18 months of the last Qualifying Activity, the Etihad Guest Miles balance will expire on the last day of the 18th month after the last Qualifying Activity, at 23:30 (GST time).
4.1.8.2. This applies to members who have spent or earn miles after 1 February 2019. For members who have not spent or earn miles since 1 February 2019, miles will expire after two years from the date that they were earned for Bronze members, after two and a half years for Silver members and after three years for Gold and Platinum members.
4.1.8.3. The definition of Qualifying Activities to extend the validity period of Etihad Guest Miles is specified on the Etihad Guest Website and/or as otherwise specified and extant in our valid publications, as issued from time to time.
4.1.9. The definition of Qualifying Activities to extend the Etihad Guest Miles balance is subject to change at any time without notice.
4.1.9.1 The Etihad Guest Miles balance of Etihad Guest Platinum members will not expire as long as the Etihad Guest Platinum Tier Status is maintained.
4.1.9.2 Once a Platinum member is downgraded to the next lower tier, total miles balance validity period will be calculated 18 months from the tier downgrade date.
4.1.10. Only the Administrator may authorize the deduction of Miles or issue of Rewards from the Etihad PayloadRewards account.
4.1.11. Etihad PayloadRewards tier miles will be credited based on the cargo flown and additional miles when the booking is made online. Any promotions, credits and refunds will not be included in tier mile calculations.
4.2. Crediting Etihad Guest Miles
4.2.1. While Etihad Airways makes every attempt to provide accurate credit of mileage, it is the Administrator’s responsibility to retain and provide the necessary documents, such as the airway bill or other Etihad cargo accountable documents, in the event that a retroactive credit is claimed.
4.2.2. Etihad Guest Miles are not transferable and cannot be combined with miles of any other Etihad Guest Account.
4.2.3 Etihad Airways reserves the right to adjust any invoice thus resulting in the potential refund of Miles or the addition of Miles to the Organisation’s account.
4.2.4 Etihad Airways reserves the right to adjust the Miles if a dispute occurs and results in a full refund to the Organisation.
4.3. Mileage Statements
4.3.1. Mileage statements will be issued to the Administrator periodically at the discretion of Etihad Airways. The Administrator can also view the Organisations account information online.
4.3.2. Details of any Etihad Airways mileage earned should appear on the account within 45 days of final payment.
4.4. Retroactive Mileage Claims
4.4.1. If Miles do not appear on the Organisation’s statement, the Administrator should individually apply for a retroactive credit by sending the airway bill as evidence to the PayloadRewards Officer at payloadrewards@etihad.ae . All claims for retroactive credit must be made within six months of the date that the cargo shipment has been paid for.
4.4.2. Credit is not given for any cargo activity undertaken before membership is granted unless otherwise specified by Etihad Airways.
4.4.3. The Administrator should verify any missing Miles on the Organisation’s account within six months of the date that the cargo shipment has been paid for.
5.1. General Redemption rules
5.1.1. All Rewards available in the Program are as specified on the Etihad Guest website. The Rewards are subject to the terms & conditions of each Reward provider, which can be Etihad Airways, Etihad Holidays, a partner airline or a third party merchant.
5.1.2. All Rewards are subject to availability and the Reward providers’ restrictions as specified in the Etihad Guest Reward Shop rules. The number of Etihad Guest Miles required for a Reward is subject to change. Etihad Guest may withdraw, replace or substitute Rewards at any time without notice.
5.1.3. Administrators may claim Rewards from the Reward Shop in accordance with the Etihad Guest Reward Shop Rules either when an Organisation has sufficient Miles accumulated in their Etihad PayloadRewards account or may contribute cash as part payment for Rewards.
5.1.4. 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 & conditions of the party supplying that Reward. Etihad Airways strongly recommends that you check the terms & conditions of Etihad Airways as appearing in the website.
5.1.5. All Terms & Conditions applicable to the Reward Shop as defined in the Etihad Guest program are deemed applicable to the Administrator when redeeming Miles through an Organisation’s Etihad PayloadRewards account.
5.2. Personal Information
5.2.1. The data collection through the Program is governed by Etihad Airways Privacy Policy, which policy shall be deemed to be incorporated into these Terms & Conditions. The Administrator must agree that by providing such information the Organisation agrees to Etihad Airways sharing certain information with third party providers solely as necessary to process and complete the required transaction. Etihad Airways will maintain the confidentiality of all your communications that contain personal/corporate information and are transmitted directly to Etihad Airways. Etihad Airways shall not be liable for any wrong personal/corporate information received or obtained by the Administrator.
5.2.2. The Organisation further acknowledges and agrees that by providing any personal or proprietary information, directly or indirectly, the Organisation consents to the transmission of such personal/corporate information over international borders as necessary for processing the relevant transactions in accordance with Etihad Airways standard business practices.
5.3. Limitation of Liability
5.3.1. The information regarding Rewards and other services provided under Etihad PayloadRewards on the Site or a linked Site may include inaccuracies or typographical errors, and Etihad Airways specifically disclaim any liability for such inaccuracies and errors. Other than as required under applicable laws, under no circumstance will Etihad Airways be liable for any loss or damage caused by the reliance by any Administrator or Organisation on information obtained through the Program.
5.3.2. The Organisation agrees that Etihad Airways, its affiliates and any of their respective officers, directors, employers, employees or agents will not be liable, whether in contract, tort, strict liability or otherwise, for any indirect, punitive, special, consequential, incidental or indirect damages (including without limitation lost profits, cost of procuring substitute service or lost opportunity) arising out of or in connection with the use of the Program. This limitation on liability includes, but is not limited to, the transmission of any virus which may infect your equipment, failure of mechanical or electronic equipment or communication lines, telephone or other interconnect problems, unauthorized access, theft, operator errors, strike or other labour problems or any force majeure. Etihad Airways cannot and do not guarantee continuous, uninterrupted or secure access to the Etihad PayloadRewards or Etihad Guest website.
5.3.3. Etihad Airways reserves the right to seek all remedies available at law and in equity for any misuse of the Etihad PayloadRewards Site or the Reward Shop and/or violations of these rules, including the right to block access from a particular internet address to the Site and to exclude you from accessing the Site.
5.4. Copy Rights/Trade Marks
5.4.1. The trademarks, logos and service marks (collectively referred to as "Marks") displayed on the Site are the property of Etihad Airways. Usage of any Marks for any purpose is prohibited including, but not limited to, the use as metatags on other pages or sites on the world wide web without the written permission of Etihad Airways, or such other party which may own the Marks. It is prohibited to modify, copy, distribute, transmit, display, publish, sell, license, create derivative works or using any content available on or through the Site for commercial or public purposes.
5.5. Access to Password Protected/Secure Areas
5.5.1. Access to and use of password protected and/or secure areas of the Program is restricted to the Organisation’s Administrator only. Unauthorized individuals attempting to access these areas may be subject to prosecution. The Administrator is responsible for maintaining the confidentiality of the Organisation’s information, including the account and password, and for restricting access to its computers to prevent unauthorized access to the Site. The Organisation agrees to accept responsibility for all redemption and other activities that occur under the Organisation’s account or password. The Administrator should take all necessary steps to ensure that the password is kept confidential and secure and should inform Etihad Airways immediately if they have any reason to believe that their password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorized manner.
6.1.1. Etihad Airways reserves the right to audit any and all Etihad PayloadRewards at any time and without notice to the member to ensure compliance with the Program’s rules and applicable conditions of carriage and/or tariffs.
6.1.2. In the event that an audit reveals discrepancies, violations or fraudulent activities, the processing of Rewards or statement of account may be delayed until the discrepancies are resolved to the satisfaction of Etihad Airways.
7.1.1. Etihad Airways may change the Program’s rules in whole or in part, at any time and without notice. However, Etihad Airways will make all reasonable efforts to give the Organisation prior notice of the changes.
7.1.2. Etihad Airways has the right to terminate the Etihad PayloadRewards program at any time. Etihad Airways will make all reasonable efforts to give you prior notice of the termination. Upon termination, all accrued miles will be immediately expired.
7.1.3. Etihad Airways reserves the right to interpret and apply the policies and procedures communicated in these Terms & Conditions. All decisions by Etihad Airways shall be final and conclusive in each case. These Terms & Conditions supersede all previously published Terms & Conditions.
7.1.4. Etihad Airways in its sole judgment reserves the right to disqualify an Administrator or an Organisation from further participation in the Program, cancel all accumulated Etihad Guest Miles and seek compensation for Rewards used if Etihad Airways deems the Administrator has engaged in wilful misconduct or has breached any of the Terms & Conditions governing the program including but not limited to: failure to follow the Program’s 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 PayloadRewards Partner airline participant in the Program, any untoward behaviour with reference to any Etihad Airways employee or refusal to honour Etihad Airways employees' instructions.
7.1.5. The Administrator may cancel their Organisation’s participation in the Program at any time by giving written notice to the Etihad PayloadRewards Officer. In addition, all Etihad Guest Miles accumulated in the participating Organisation’s account will immediately expire.
8.1.1. These Terms & Conditions and the relationship between Etihad Airways, the Organisation, and the Administrator are governed by the federal laws of the United Arab Emirates. In joining the Program, the Organisation and the Administrator are agreeing to submit to the exclusive jurisdiction of the courts in the Emirate of Abu Dhabi, United Arab Emirates.
8.1.2. If in any jurisdiction, the Program, 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.
In the above Terms & Conditions, unless the context otherwise requires,
a) "Etihad Airways" means the national airline of the United Arab Emirates established by an Emiri Decree in the Emirate of Abu Dhabi and having its principal place of business at New Airport Road, P.O.Box 35566, Abu Dhabi, United Arab Emirates.
b) “Etihad Guest” means the program developed and offered by Etihad Airways to reward its members who frequently travel on Etihad Airways or with airlines that are Etihad Guest Partners and to reward members using qualifying services/products of non-airline Etihad Guest Partners.
c) “Etihad PayloadRewards ” or “the Program” means the program developed and offered by Etihad Airways to reward organisations who frequently use Etihad Cargo.
d) “Organisation” means a legal corporate entity that seeks to participate in the Program. The organisation will also own the Etihad Guest Miles accrued as part of the Program.
e) “Administrator” means the duly appointed officer by the Organisation to manage, maintain enrol, terminate the Program.
f) "Etihad Guest Partners" or “Etihad Partners” means an airline or a non-airline entity participating in the Etihad Guest program whose qualifying services/products would earn Etihad Guest Miles, when purchased.
g) "Reward" means the benefit a member acquires through the Etihad Guest program by redeeming Etihad Guest Miles in accordance and as specified in the most recent Etihad Guest communications issued.
h) "Etihad Guest Miles" or “Miles” means all miles earned by using Etihad cargo for qualifying shipments and in time qualifying cargo shipments on Etihad Partners.
i) "PayloadRewards Officer" means an Etihad Airways individual identified as fully authorized and equipped to provide the requisite range of services offered under the Program.
j) “Reward Shop” means an online platform through which Etihad Airways makes available certain Rewards which Etihad Guest Members may redeem against Etihad Guest Miles in accordance with the following four redemption types: Buying, Donating, Raffle and Bidding as per Etihad Guest Reward Shop rules.
k) “Site” means the Etihad PayloadRewards website that holds the registration and details on the Program.
