Customer Rights
Overbooked Flight means a flight where the number of passengers holding confirmed reservation and presented themselves for check-in within the required time limit exceeds the number of available seats on that flight/compartment.
- Passengers who have been re-protected on other means shall not be paid with DBC if the delay at point of arrival does not exceed four hours when compared to the original schedule.
- Carriage is denied for reasons beyond the control of ET he/she is not checked in before or at the latest check in time.
- The behavior, health condition or immigration status of the passenger as such entitles ET to refuse the passenger.
- He/she has refused to comply with the lawful instructions of ET
- He/she has refused to undergo security check
- Holding ID(Airline staff ticket) ticket or reduced rate ticket.
- Holding a ticket blacklisted as lost, stolen, fraudulent or otherwise suspicious.
Denied Boarding Compensation (DBC) will be paid to a passenger who:
- Has a valid ticket purchased from ET or an agent of ET irrespective of whether the ticket is a document of ET or any other carrier having Interline Agreement with ET.
- Holds a confirmed and valid booking on that particular ET flight.
- Has presented himself/herself for check-in for the particular ET flight at the time and place specified by ET (before counter/check-in activity for the particular flight is closed) within the latest check in time or within the stations minimum connecting time (MCT) for connecting passengers and is in possession of the necessary travel documents.
All paying passengers who have checked-in and already accepted for travel on a delayed flight are entitled for the compensation program regardless of their original reservation status and the following will be offered:
- Snacks and telephone calls will be offered depending on the delayed time.
- Meal will be offered during normal meal hours.
- Hotel accommodation may not be extended to local joining resident passengers. However, assistance may be given, if needed, in transportation.
Volunteer – means a person who has a valid ticket, a confirmed reservation and presented himself/herself for check-in within the required time limit and who responds positively to a call for passengers to surrender their confirmed reservation in exchange for compensation.
- You will be re-routed to your final destination at the earliest opportunity or protected on the next Ethiopian flight.
- The cost of the ticket will be reimbursed without penalty for the part of the journey not made on Ethiopian.
- Telephone call, refreshment, meal and accommodation will be offered as per the table above.
Protection plan shall be made immediately for passengers with connecting flights beyond to their final destination.
Unaccompanied minor shall be rerouted as quickly as possible even on ET flights that are overbooked.
Passenger should not be rerouted via countries for which he/she holds no proper travel documents such as (transit) visa.
Passengers shall be protected to fly to their destinations by the fastest means available.
Ethiopian will apply its own Denied Boarding Compensation scheme on all International flights on the basis of distance flown. However compensation given in MCO will be refunded at a 50% discounted price in cash.
Children between 2 and12 years of age are entitled to 50 % of the above Denied Boarding Compensation Scheme.
EU regulation shall apply for flights departing from Europe.
Dot rules apply for flights originating from USA.
Children between 2 and12 years of age are entitled to 50 % of the above Denied Boarding Compensation Scheme.
EU regulation shall apply for flights departing from Europe.
Dot rules apply for flights originating from USA.
This program will not be availed for passengers if:
- Passenger did not show up at the airport for check-in (no-show passengers), regardless of there reservation status will not be entitled for this program.
- Early departure.
- Delayed flights on domestic services.
- Delayed flights beyond Ethiopian Airlines control such as:
- Adverse weather conditions
- Political turmoil at point of the passenger’s origin or destination
- Safety or Security concerns
- Industrial disputes
- Labor and other strikes
- ATC or/and other airport operational problems beyond ET’s control.
Delayed flight is any scheduled passenger flight departing or arriving behind its original schedule because of mechanical, operational or other reasons. A delay, cancellation or disruption is beyond Ethiopian Airlines control when it is caused by circumstances such as weather, strike, sudden airport closure or political situation.
- Schedule change, delay or cancellation, will be advised to all passengers preferably before they departed from home or hotel. If already at the airport they will be advised at the time of check-in or at the gate with apology. Please take care to provide us with accurate contact information.
- If the delay is extended and accurate information cannot be obtained (due to the nature & cause of the delay), the airline agent will take passengers’ contact and keep them informed about the developments. The information advice could be supported by technology like SMS, updating the information on the web site, etc…
- Real-time flight information is also available on Ethiopian Chatbot or through our mobile application and our website.
- For All departing and transit passengers Ethiopian Airlines will send a message free of charge to one of their relatives at the point of stopover or destination.(Please refer delayed/ cancelled flight compensation table)
- Passengers shall be updated on the situation every 15 minutes staring from 30 minutes before scheduled time of departure.
- Refreshment shall be given for a delay more than 2 hours. If however, the time of departure is close to breakfast, lunch or dinner time, the service shall be the appropriate meal.
Denied Boarding means refusal to accommodate passengers on a flight although they have valid ticket, a confirmed reservation on that flight and presented themselves for check-in within the required time limit due to an overbooking.
Canceling or Changing a booking
Customers who make their booking through https://www.ethiopianairlines.com/AA/EN/ may cancel their reservation without penalty by contacting Global call center or local ticket office up to 24 hours after the reservation is made, if the reservation was made seven days or more prior to the flight’s departure. This rule applies for passengers departing from US only.
On Ethiopian flight, 12-18-years is considered as adult and can travel alone (unaccompanied child service available up on request). Please check the rule with other airline if your travel involves flights on airlines other than Ethiopian airlines.
As some airport authorities may require to see the print out of your ticket it is recommended to have your ticket print out.
After you issue ticket online (https://www.ethiopianairlines.com), it is possible to refund (cancel) and rebook your ticket using “Manage Your Booking” option.
Plus Grade FAQ
When do you decide who gets upgraded?
We will take a decision on upgrades [b/n 50 hours and 24 hours ] before departure. You will be notified by email as to whether your offer has been accepted or not.
How do you assess my offer?
We take several criteria into consideration when assessing upgrade requests. These include the value of your offer and the value of other offers for the same cabin class, your frequent flyer member status, the number of seats available in the higher cabin class and the number of passengers in the booking. Once our assessments have been made you will receive an email indicating whether your Upgrade request was successful or not.
How can I increase my chances of being upgraded?
You should submit the best offer price you are willing to pay. The only way to guarantee you travel in the higher cabin is to purchase a full ticket for travel there.
How do I know if I’ve been upgraded?
If your bid is successful, you will be notified by email b/n 50 and 24 hours before the scheduled departure of each flight.
Would you be sending me a confirmation SMS in the event my offer is successful?
All communications around your request will be via email. You may however receive an SMS from your bank, if you have requested these, to advice of activity on your credit card, which is normal as we start the upgrade evaluation process.
When will I know if I’ve been upgraded?
If your offer has been accepted, you will receive an email confirming your upgrade within b/n 50 and 24 hours before the scheduled departure of your flight.
How can I find out the current status of my request?
In the email we sent confirming that we received your request there is a link to View the details, if you click this and select the appropriate flight you will see the status of your request in the top right corner of the display.
What does it mean if I see an authorization for the upgrade amount on my card?
As part of the upgrade decision process we may validate if the payment card provided has sufficient funds available. This is not a guarantee that you will be upgraded however is a step in the acceptance process.
What happens if there is an authorization that’s declined by my bank?
As part of the upgrade decision process we may validate if the payment card provided has sufficient funds available. If funds are not available, we will not proceed with the upgrade acceptance.
If this happens, you will receive an email from us with two options to make funds available for the upgrade:
1) Call your bank to approve the transaction and ensure funds are available, then click the email link to let us know
2) Click the link to provide us with new card details
Once notified we will re-try the upgrade acceptance if there are seats available and if there is sufficient time to fulfill the upgrade prior to departure.
What happens if I am not upgraded?
You will receive an email around 24 hours prior to departure informing you that your offer was unsuccessful. No amount will be deducted from your card and you can travel in your booked cabin.
If my offer is unsuccessful, will I be told why?
No. Numerous factors impact the selection process and therefore we cannot specify why certain offers are unsuccessful.
Can I transfer the upgrade to another flight if my bid is successful?
Successful upgrades are non-transferable, non-refundable, and are valid only on the flight and date shown.
Can I increase my offer after I find out I was not upgraded?
No, if your offer has been unsuccessful, another offer cannot be made. It’s important to put your best offer forward initially for the best chance of being upgraded.
How will my Frequent Flyer Status be recognized?
We may recognize your loyalty by giving higher priority to requests made by [Gold and Silver] members.
When will I be charged?
As part of the upgrade selection process we may authorize your card for the offered amount, we will only take payment after your upgrade has been confirmed. This will happen when your bid is accepted, which can be anytime between 50 hours and 24 hours prior to your scheduled departure time.
Do I pay now for the upgrade?
No, you only pay for the upgrade at the time when your bid is accepted. This can be anytime 50 hours and 24 hours to the scheduled departure time of each segment.
Can I pay with two different cards?
No, each upgrade for your booking reference can only be paid for in one transaction by the same credit card.
What if I don’t have a credit card?
In order to make a bid, a valid credit card is needed.
Why do I have to give you my credit card information?
Credit card information is needed to process your upgrade in the event your offer is accepted. We collect this now and it is stored securely with the payment processor to be used only in the case you are selected to be upgraded.
Can I pay with points/ miles?
Payment for [Cloud Nine Upgrade Program] must be paid for with a credit card. You may also be eligible to request an upgrade with miles; more information can be found www.ethiopianairlines.com
Are there any taxes or fees to be paid when bidding for an Upgrade?
The total amount shown on the offer confirmation screen includes all pre-payable airline taxes and fees. Excepted from this are any fees or charges your financial institution may impose for transactions with your payment card, please contact your card issuer for more information.
Does it cost anything to make an offer to upgrade?
We do not charge any booking fees or sign up fees for making an offer to be upgraded.
What are the steps I need to follow to submit an offer?
You may receive an email 7 days prior to the departure of your trip, inviting you to make an offer. Alternative, you can login to Manage My Booking online using your booking reference.
- Choose the flight sector you would like to upgrade, and move the slider to indicate your offer.
- Enter your contact and payment details in the fields provided.
- Review and submit your details.
- After completion, you will be emailed confirmation of your upgrade offer. You can use this email to modify or cancel your offer.
What do I need to review?
Please review the offer amounts and totals for each sector of your trip to ensure that each matches your intention. Please also verify you have entered the correct payment & contact information. You should also review and agree to the program Terms & Conditions.
What are the terms & conditions?
The terms and conditions are the full program details. They can be found on the “Review & Submit” page or on under the program section on our website. The terms & conditions must be agreed to before submitting your bid.
Why do I need to agree to the terms & conditions?
The terms & conditions spell out the full rules of the program and we cannot process your request until you indicate you have read and agree to these.
What do I do if I don’t agree to the terms & conditions?
If you do not agree to the terms & conditions you won’t be able to participate in the program.
What do I do if I get an error when clicking to submit my request?
Go back through the offer process and check that you have entered all details correctly. If you are still receiving an error message, you can contact us at upgrades@ethiopianairlines.com
What do I do if I didn’t get any email after submitting my request?
Please wait [4 hours] as it may take time for the email to be generated. Also please check your spam folder on your email account.
Can I call the airline to place a bid?
No, this service is currently only available online.
Can I change my offer to a higher or lower amount?
Yes, you can change the amount up until the deadline noted in your upgrade requested email or up until your offer is accepted, whichever happens sooner. All you need to do to change your offer is click the link in the upgrade offer email and use the slider to select your new offer amount.
What do I do if I need to change my payment card after I have submitted my offer?
To change the credit card information, you must first cancel your request and then re-submit the offer via the button on the cancel confirmation screen or e-mail you receive.
What do I do if I need to cancel my offer?
You can cancel your offer by clicking on the cancel link in the upgrade requested e-mail you received when you submitted your bid.
How do I change the amount offered?
You can modify your offer by clicking on the modify link in the upgrade requested e-mail you received after submitting your bid.
I forgot to make my offer before offer window closed. Can I still submit an offer?
No, once the offer window has closed you are no longer able to submit an offer. All offers must be made at least [50 hours] prior to the departure date of each flight segment.
Are all of my flights eligible to upgrade?
Only those flights mentioned in the email or indicated after clicking the invite are eligible for an upgrade. The identification of eligible flights is made sole by the airline’s discretion.
How do I know if my flight is eligible?
You can verify your eligibility by providing your last name and booking reference in the Manage My Booking Section on our website (www.ethiopianairlines.com). Alternatively, we may send an email to all eligible passengers and invite them to make an offer 7 days prior to departure of the first sector of the booking. Please ensure that you provide your email address when making your reservation. Passenger can also check eligibility on the marketing page.
Are there only certain destinations that the upgrade is applicable for?
The following are list of destinations that are eligible for an upgrade. However, we are constantly adding destinations to the program. So, we encourage you to check always your eligibility on our marketing page: Addis Ababa- Dubai, Addis Ababa - Cairo, Addis Ababa – Paris De Gaulle, Addis Ababa –Cape town, Addis Ababa - Dublin, Addis Ababa - Frankfurt, Addis Ababa - London Heathrow, Addis Ababa- Kuala Lumpur, Addis Ababa- Hong Kong, Addis Ababa- Seoul, Addis Ababa- Shanghai, Addis Ababa- Sao Paulo, Addis Ababa- Nairobi, Addis Ababa- Toronto, Addis Ababa-Los Angeles, Addis Ababa-Madrid, Addis Ababa-Dammam, Addis Ababa-Doha, Addis Ababa-Kuwait, Addis Ababa-Muscat, Addis Ababa-Mumbai, Addis Ababa-Stockholm and Addis Ababa-Milan.
Are there any specific reasons why I might not be eligible to make an upgrade offer?
There are several different factors that may impact your eligibility to make an offer to upgrade, these include:
- If you do not have a ticket yet
- If your reservation is not confirmed yet
- If your flight is not operated by Ethiopian airlines
- If the flight you are travelling on is not currently accepting offers
- If you are booked with an infant
- If you are travelling with 8 or more passengers ( Total booked 9 or more passengers)
- If your ticket is not issued on ET Stock i.e. a ticket number with 071 Prefix
Can I upgrade on partner airline flights?
Right now only flights operated by Ethiopian airlines are eligible.
Why is there a price range and not just one price?
The program is a bid-based system built on the willingness of the passenger to pay for an upgrade. When submitting a bid, by moving the slider on the strength meter on the offer page, you see an indicator of how strong the bid is
How do I select the upgrade amount I want to pay?
Move the slider to show how much you would like to pay for each flight shown on the page
Why do I need to pay per segment?
Bids are accepted per flight segment, you may not be able to be upgraded on all segments.
How much should I offer?
All flights have a range from which you can select the value you want to offer. The strength meter, found on the offer page, can help you determine the strength or your offer. The gauge is to be used as a guide, not confirmation that your offer will be successful
Is there a minimum amount I must offer for an upgrade?
Each flight has minimum and maximum assigned offer value and your offer must lie between these two values.
Can I choose any amount I want?
The system has a default minimum and maximum bid amount set. It will not accept any offer lower than the minimum amount or higher than the maximum amount.
What do I do if the price I want to offer isn’t shown on the slider?
If you do not wish to offer at least the minimum value you will not be able to participate in this program. There may be other upgrade options available to you, can contact us upgrades@ethiopianairlines.com
Why is there a minimum amount?
We have set a minimum amount per person to ensure that all offers are within the range we are able to consider to be upgraded.
What is the strength meter for?
This will let you know how strong the offer amount selected is. Offer amount is not the only indicator of the likelihood your upgrade will be accepted however it is an important component. Upgrades are selected at the discretion of the airline, based on availability; as such there is no guarantee that your offer will be accepted, even at the highest permitted offer amount.
What does it mean if I make an offer amount that is at the top end of the dial?
The strength meter is a guide that shows the strength of your offer amount. An offer in the green section means that the offer amount is strong but does not guarantee a successful bid.
Can I select different upgrade amounts for different flights on my itinerary?
Yes, simply use the slider to set how much you would like to pay for each flight shown on the page
How can I increase my chances of being upgraded?
There are many factors that determine whether or not an offer for an upgrade will be accepted. The main factors are the participation of other passengers booked on the same flight, the amount the passenger is willing to pay for the upgrade and the status of the airline’s Frequent Flyer Program.
Can I make an offer to upgrade if I am travelling with a child?
Yes, as long as the child is not an infant and the offer amount for the child is the same as the offer amount for the adult in the same booking.
Is the amount per person or for my whole group?
Your bid is per passenger on your booking reference, and all passengers on the same booking must participate.
Can I bid for everyone in my group or just me?
If there are multiple passengers in your booking you must bid to upgrade all of the passengers.
How do I make an offer just for me, not my travel companion?
You need to split your booking so you and your travel companion will have a separate booking reference each. If you have booked via the airline, you can contact the reservation office and ask the agent to split your booking. If you have booked via travel trade, you can ask your travel agent to split your booking. Request for booking split should be done 3 days prior to the departure date to avoid the expiry of offer submission.
What do I do if I have multiple flights on my itinerary?
Offers are made for each sector of a journey so if you are travelling on more than one sector you will need to choose which you wish to upgrade on and make an offer for each.
What do I do if the segment I want an upgrade on isn’t eligible?
With this program, you can only place a bid on flight segments that are eligible to request an upgrade.
What do I do if I don’t want to make an offer for a particular flight?
If you do not wish to make an offer to upgrade on any flight, you can just ignore the invite you have received to make an offer. If you wish to make an offer on some segments but not others, you should move the bidding slider to the far left until you see “No Offer”. This means you do not wish to make an offer on this segment and won’t be considered to be upgraded.
How do I know how many passengers are included in the offer?
When you are going through the offer process, you will see how many passengers are included under “Your Offer” section. This should match the count of passengers booked together on your booking reference.
How do I know which passengers are included in the offer?
The offer is for all passengers on your booking reference.
Is there a time limit to make an offer?
The offer window closes 50 hours prior to the departure date of each flight. You can also make changes up until this time.
Is there another way to make an offer?
No, you can only make an offer through the invite email you have received or by login in to the Manage My Booking Section on the website.
Can I make an offer if I don’t have a ticket yet?
No, you must have made a reservation in order to request an upgrade
Ethiopian Airlines Plus Grade Current Available Routes
| From | To |
|---|---|
| Addis Ababa (ADD), Ethiopia | Abidjan (ABJ), Ivory Coast |
| Abuja (ABV), Nigeria | |
| Accra (ACC), Ghana | |
| Stockholm Arlanda ( ARN), Sweden | |
| Beirut ( BEY), Lebanon | |
| Bujumbura ( BJM), Burundi | |
| Bangkok Suvarnabh ( BKK), Thailand | |
| Bamako ( BKO), Mali | |
| Mumbai (BOM), India | |
| Brussels (BRU), Belgium | |
| Brazzaville (BZV), Congo Republic | |
| Cairo (CAI), Egypt | |
| Guangzhou (CAN), China | |
| Paris De Gaulle (CDG), France | |
| Cotonou (COO), Benin | |
| Cape Town (CPT), South Africa | |
| Dar Es Salaam (DAR), Tanzania | |
| Delhi (DEL), India | |
| Dakar (DKR), Senegal | |
| Douala (DLA), Cameroon | |
| Dammam (DMM), Saudi Arabia | |
| Doha (DOH), Qatar | |
| Dublin (DUB), Ireland | |
| Dubai (DXB), United Arab Emi | |
| Entebbe (EBB), Uganda | |
| Enugu (ENU), Nigeria | |
| Lubumbashi (FBM), Congo Dem Rep | |
| Rome Fiumicino (FCO), Italy | |
| Kinshasa Ndjili (FIH), Congo Dem Rep | |
| Frankfurt (FRA), Germany | |
| Gaborone (GBE), Botswana | |
| Goma (GOM), Congo Dem Rep | |
| Sao Paulo Guarulh (GRU), Brazil | |
| Hargeisa (HGA), Somalia | |
| Hong Kong (HKG), Hong Kong S A R | |
| Harare (HRE), Zimbabwe | |
| Washington Dulles (IAD), Dc | |
| Seoul Incheon Int (ICN), Korea Republic | |
| Jeddah (JED), Saudi Arabia | |
| Djibouti (JIB), Djibouti | |
| Johannesburg (JNB), South Africa | |
| Kilimanjaro (JRO), Tanzania | |
| Frankfurt (FRA), Germany | |
| Kano (KAN), Nigeria | |
| Kigali (KGL), Rwanda | |
| Khartoum (KRT), Sudan | |
| Kuala Lumpur (KUL), Malaysia | |
| Kuwait (KWI), Kuwait | |
| Luanda (LAD), Angola | |
| Los Angeles (LAX), Ca | |
| Libreville (LBV), Gabon | |
| Lome (LFW), Togo | |
| London Heathrow (LHR), United Kingdom | |
| Lilongwe (LLW), Malawi | |
| Lagos (LOS), Nigeria | |
| Lusaka (LUN), Zambia | |
| Madrid (MAD), Spain | |
| Mombasa (MBA), Kenya | |
| Muscat (MCT), Oman | |
| Manila (MNL), Philippines | |
| Maputo (MPM), Mozambique | |
| Milan Malpensa (MXP), Italy | |
| Nairobi Kenyatta (NBO), Kenya | |
| Ndjamena (NDJ), Chad | |
| Niamey (NIM), Niger | |
| Ndola (NLA), Zambia | |
| Tokyo Narita (NTR), Japan | |
| Yaounde Nsimalen (NSI), Cameroon | |
| Ouagadougou (OUA), Burkina Faso | |
| Beijing (PEK), China | |
| Pointe Noire (PNR), Congo Republic | |
| Shanghai Pudong (PVG), China | |
| Riyadh (RUH), Saudi Arabia | |
| Mahe Island (SEZ), Seychelles | |
| Malabo (SSG), Equatorial Guin | |
| Tel Aviv Tlv (TLV), Israel | |
| Vienna (VIE), Austria | |
| Toronto On (YYZ), Canada | |
| Abidjan (ABJ), Ivory Coast | Addis Ababa (ADD), Ethiopia |
| Abuja (ABV), Nigeria | |
| Accra (ACC), Ghana | |
| Stockholm Arlanda ( ARN), Sweden | |
| Beirut ( BEY), Lebanon | |
| Bujumbura ( BJM), Burundi | |
| Bangkok Suvarnabh ( BKK), Thailand | |
| Bamako ( BKO), Mali | |
| Mumbai (BOM), India | |
| Brussels (BRU), Belgium | |
| Brazzaville (BZV), Congo Republic | |
| Cairo (CAI), Egypt | |
| Guangzhou (CAN), China | |
| Paris De Gaulle (CDG), France | |
| Cotonou (COO), Benin | |
| Cape Town (CPT), South Africa | |
| Dar Es Salaam (DAR), Tanzania | |
| Delhi (DEL), India | |
| Dakar (DKR), Senegal | |
| Douala (DLA), Cameroon | |
| Dammam (DMM), Saudi Arabia | |
| Doha (DOH), Qatar | |
| Dublin (DUB), Ireland | |
| Dubai (DXB), United Arab Emi | |
| Entebbe (EBB), Uganda | |
| Enugu (ENU), Nigeria | |
| Lubumbashi (FBM), Congo Dem Rep | |
| Rome Fiumicino (FCO), Italy | |
| Kinshasa Ndjili (FIH), Congo Dem Rep | |
| Frankfurt (FRA), Germany | |
| Gaborone (GBE), Botswana | |
| Goma (GOM), Congo Dem Rep | |
| Sao Paulo Guarulh (GRU), Brazil | |
| Hargeisa (HGA), Somalia | |
| Hong Kong (HKG), Hong Kong S A R | |
| Harare (HRE), Zimbabwe | |
| Washington Dulles (IAD), Dc | |
| Seoul Incheon Int (ICN), Korea Republic | |
| Jeddah (JED), Saudi Arabia | |
| Djibouti (JIB), Djibouti | |
| Johannesburg (JNB), South Africa | |
| Kilimanjaro (JRO), Tanzania | |
| Frankfurt (FRA), Germany | |
| Kano (KAN), Nigeria | |
| Kigali (KGL), Rwanda | |
| Khartoum (KRT), Sudan | |
| Kuala Lumpur (KUL), Malaysia | |
| Kuwait (KWI), Kuwait | |
| Luanda (LAD), Angola | |
| Los Angeles (LAX), Ca | |
| Libreville (LBV), Gabon | |
| Lome (LFW), Togo | |
| London Heathrow (LHR), United Kingdom | |
| Lilongwe (LLW), Malawi | |
| Lagos (LOS), Nigeria | |
| Lusaka (LUN), Zambia | |
| Madrid (MAD), Spain | |
| Mombasa (MBA), Kenya | |
| Muscat (MCT), Oman | |
| Manila (MNL), Philippines | |
| Maputo (MPM), Mozambique | |
| Milan Malpensa (MXP), Italy | |
| Nairobi Kenyatta (NBO), Kenya | |
| Ndjamena (NDJ), Chad | |
| Niamey (NIM), Niger | |
| Ndola (NLA), Zambia | |
| Tokyo Narita (NTR), Japan | |
| Yaounde Nsimalen (NSI), Cameroon | |
| Ouagadougou (OUA), Burkina Faso | |
| Beijing (PEK), China | |
| Pointe Noire (PNR), Congo Republic | |
| Shanghai Pudong (PVG), China | |
| Riyadh (RUH), Saudi Arabia | |
| Mahe Island (SEZ), Seychelles | |
| Malabo (SSG), Equatorial Guin | |
| Tel Aviv Tlv (TLV), Israel | |
| Vienna (VIE), Austria | |
| Toronto On (YYZ), Canada | |
| Stockholm Arlanda ( ARN), Sweden | Rome Fiumicino (FCO), Italy |
| Vienna (VIE), Austria | |
| Bujumbura ( BJM), Burundi | Kigali (KGL), Rwanda |
| Bangkok Suvarnabh ( BKK), Thailand | Kuala Lumpur (KUL), Malaysia |
| Bamako ( BKO), Mali | Dakar (DKR), Senegal |
| Paris De Gaulle (CDG), France | Brussels (BRU), Belgium |
| Cape Town (CPT), South Africa | Gaborone (GBE), Botswana |
| Dakar (DKR), Senegal | Bamako ( BKO), Mali |
| Douala (DLA), Cameroon | Malabo (SSG), Equatorial Guin |
| Dublin (DUB), Ireland | Los Angeles (LAX), Ca |
| Entebbe (EBB), Uganda | Juba (JUB), South Sudan |
| Kigali (KGL), Rwanda | |
| Rome Fiumicino (FCO), Italy | Stockholm Arlanda ( ARN), Sweden |
| Gaborone (GBE), Botswana | Cape Town (CPT), South Africa |
| Hong Kong (HKG), Hong Kong S A R | Tokyo Narita (NTR), Japan |
| Seoul Incheon Int (ICN), Korea Republic | Hong Kong (HKG), Hong Kong S A R |
| Juba (JUB), South Sudan | Entebbe (EBB), Uganda |
| Kigali (KGL), Rwanda | Bujumbura ( BJM), Burundi |
| Bangkok Suvarnabh ( BKK), Thailand | Bangkok Suvarnabh ( BKK), Thailand |
| Los Angeles (LAX), Ca | Dublin (DUB), Ireland |
| Libreville (LBV), Gabon | Yaounde Nsimalen (NSI), Cameroon |
| Lusaka (LUN), Zambia | H Harare (HRE), Zimbabwe |
| Tokyo Narita (NTR), Japan | Hong Kong (HKG), Hong Kong S A R |
| Yaounde Nsimalen (NSI), Cameroon | Libreville (LBV), Gabon |
| Malabo (SSG), Equatorial Guin | Douala (DLA), Cameroon |
| Vienna (VIE), Austria | Stockholm Arlanda ( ARN), Sweden |
How does this upgrade opportunity work?
After you have booked your flight ticket you may be invited to make an offer to upgrade to a higher class than was booked. The invitation will link you to a website where you can indicate which flights you would like to make an offer to be upgraded on.
Step 1 – select how much money, per person, you wish to offer to be upgraded per flight
Step 2 – enter your payment card information that will only be used if you are selected to be upgraded. You should also confirm or enter an email address on this page, this is what we will use to communicate with you about your request
Step 3 – Review the details to ensure everything looks good, tick the box to agree to the terms and conditions, and submit your request
You will receive an email confirming your request. You can use this to modify or cancel your offer up until the deadline shown by clicking the included link.
In the days prior to your flight we will notify you via email if your request for an upgrade has been successful or not. If your upgrade offer has been accepted, your credit card will be billed with the amount you offered and your flight will be rebooked to the higher cabin. On the day of travel you should check-in as a passenger traveling in the business class. If your upgrade offer is not accepted, you pay nothing and travel in your original booked cabin.
How do I get invited?
There are a number of ways you can access the upgrade site:
- Retrieve your booking in our Manage My Booking area and look for the banner (Cloud Nine,Get Upgraded at Your Price)
- From our dedicated information page about the program here
- If an email address is associated with the booking, you may receive an email seven (7) days prior to travel
How do I participate if I don’t get an email/ see an invite?
Passengers travelling on tickets purchased by miles, Infant Tickets may not be eligible to participate. If your booking fits the designated criteria yet you have not been invited to participate, you can contact us at upgrades@ethiopianairlines.com
How do I stop receiving the upgrade invite email?
At the bottom of the email you will see an “Unsubscribe” link. If you do not want to receive upgrade invite emails from us you can click this to be removed from our mailing list
What do I do if I accidentally clicked to unsubscribe?
You can contact us at upgrades@ethiopianairlines.com to be re-added to the mailing list
What do I do now I’m upgraded?
There’s nothing more you need to do. Remember that the upgrade only applies for the flight segment indicated. The fare conditions of the original ticket, including cancellation policies, change fees and frequent flyer miles earned will continue to apply.
What are the documents that I need to present at the airport?
You should bring your new itinerary that was issued when your upgrade was successful.
Do I have more baggage allowance?
You will have additional baggage allowance for the sector that has been upgraded. Note that this applies only on the segment that has been upgraded.
Can I check-in later than usual?
You will follow the check-in rules of the cabin you have been upgraded to, find more about check-in times www.ethiopianairlines.com
Can I use the lounge?
Where we have a lounge available you can enjoy the available benefits of the cabin you have been upgraded to.
Where is the lounge?
Please visit our website to locate the lounge available for your trip. Alternatively, please ask a member of the staff at the airport for the location.
Is there a limousine service?
There is no limousine transfer included with the upgrade.
Do I get a better meal?
You will enjoy the services onboard of the cabin you have been upgraded to.
Will my pre-ordered meal request be transferred to my upgraded cabin?
All special requests recorded for the original flight ticket in will be transferred when you are upgraded to the next cabin, including special meals.
Can I pick my seat?
You cannot select a seat at the time of requesting an upgrade, however after your offer is accepted, you can login in to My Booking online using your booking reference, and pick your seat from the seat map.
What do I do if the seat I want isn’t available?
You can request your preferred seat during check-in or at the airport. Unfortunately we are not able to guarantee the availability of any specific seat or location in the cabin.
What are the fare rules of the upgraded ticket?
If your upgrade request is accepted, the ticket conditions of travel of your original ticket reservation (before the service class upgrade), will remain in force, including the conditions for minimum and maximum stay, cancellation, and changes.
Why am I being offered an upgrade?
From time to time, we have unsold seats in our Business class. Instead of flying them empty, we offer our passengers booked in Economy class the opportunity to make us an offer to upgrade to that premium seat. If you see an invitation to request an upgrade, your booking has one or more flights that are eligible to participate. The invite does not mean that you are guaranteed to be upgraded.
Why should I upgrade?
Each of our cabins offers you a different level of service. Although you have purchased a ticket in your current cabin, you may wish to experience a higher level of service and comfort. You can find more information about each of our cabins here:
How is this different to the other options for upgrading my ticket?
If you were to adjust your ticket today to rebook your trip to a Business class on all segments, you would be charged the difference between the fare you have paid and the fare for the business class. Our upgrade program does not change the rules or cabin of your original ticket; it provides you the opportunity to experience a higher class of travel and is charged as a cost in addition to the fare you have already paid per segment upgraded.
How is this different to buying a ticket outright in a Business class?
When purchasing a ticket in business class your ticket will carry all of the rules of the business class and you will have a confirmed seat in that cabin. This is the only way to guarantee that you will travel in business class. This upgrade program uses unsold seats, if they are available in the days prior to departure of each flight sector, selecting the best offer/s for those seats to give you the experience of an upgrade.
What do I get if I am selected to be upgraded? What is included in the upgrade?
If you are upgraded, you will have the experience of flying in the higher cabin for that flight. This includes:
- Business Class Check-In
- Lounge Access (where available)
- Priority boarding
- A luxurious seat in our Business Class cabin
- Award winning business class service
- Priority baggage
What isn’t included in the upgrade?
The fare conditions of your original ticket remain unchanged, including cancellation policies, change fees and earned frequent flyer miles.
Will I earn additional business class bonus miles for the upgraded flight sector?
No. You will earn miles according to the type of fare you purchased for the economy class ticket and no additional bonus miles will be granted for the upgrade. This applies both for Sheba Miles members and Frequent Flyer members of Partner Airlines within Star Alliance.
Online check-in
Online check-in for return flights can only be completed 48 hours before flight departure and after you have departed on the first sector of your flight. However, if one of your sectors is with another airline and you were not able to check in successfully on ethiopianairlines.com, you will need to visit the other airline’s website in order for you to check-in.
Yes, you can check in your travelling companions if you make your bookings together, provided they share the same booking reference as yours in our record.
There are several possible reasons why you may not be able to check in online. Some of them are:-
- You are not holding e-Ticket or you are originating from the following cities;- Mombasa, Bamako & Ndjamena
- When origin point is offline point where ET is not the operating carrier
- If the Booking code/PNR is not ticketed or if the VCR/ticket status is anything else except OK
- It is possible that you are checking in for your flight out of the normal sequence of your itinerary. You must check in for flights in the same sequence of your itinerary for e.g., if your flight itinerary is as follows: Nairobi - Addis Ababa - Hong Kong
You must check in for Nairobi – Addis Ababa prior to checking in for Addis Ababa - Hong Kong.
The following types of passengers are not allowed to check in online and must proceed to the airport for check-in:
- Passengers requiring Medical Assistance
- Unaccompanied Minors
- Passengers whose ticket requires some additional payment
- Passengers with travel document that requires further verification at check-in counter
- Pregnant Mothers
- Wheel Chair Passengers and
- Passengers who require special assistance.
The airports listed below will allow you to use a digital boarding pass on your mobile ;-
- Africa
- Europe
- Asia and Pacific
- Middle east
- USA and Canada
- Latin America
Addis Ababa, Cape town, Cotonou, Conakry, Victoria falls,Nairbi,Yaounde,Maputo,Lagos,Luanda,Johansburg,Enugu,Duala, Dar Es Salaam and Abuja,
Vienna, Oslo, Millan, Marseille, London, Manchester, Istanbul, Geneva, Rome, Frankfurt, Moscow, Paris, Brussels, Stockholm,
Hongkong
Tel Aviv and Riyadh
Toronto, Chicago and New York
Sao Paulo and Buenos Aires
Passenger with no luggage shall arrive at the gate 30 minutes prior to boarding. If the passenger with baggage drop off shall arrive at web check-in counter at least 1 hour before departure for international flights and 45 minutes before departure for the domestic flight.
Yes, it is possible to online check-in group bookings on Ethiopian airlines website but not on ET Mobile App & social bots. The maximum number of passengers who can be checked in at once is 10, and any additional passengers will be checked in the next batch of 10 until every passenger is checked in.
You can contact our Global Call Centre or the nearest Ethiopian airlines office at any time with regards to your check-in related issue.
Please note that you may encounter issues at online check-in if your passport is not valid up to a minimum of six months.
If you fail to check in on time, you may be refused for carriage on your flight. This is in the interest of maintaining Ethiopian on-time performance and to ensure those on the flight who have connecting flights can make it on time.
- Depending on your fare conditions, a failure to check in on time may also result in:
The loss of the original fare value. You may be required to make a new booking and pay for a new ticket if you wish to travel, or - Pay a change fee penalty plus any difference between the fare of your new booking and the original fare
You will need the passport(s) of the traveling passengers as you may need to enter Advance Passenger Information (APIS) along with a booking reference or ticket number.
Online check-in is a service offered by Ethiopian Airlines in which passengers can check-in their flights using our website, mobile App or social Bots within 72 hours prior to the departure of the flight from wherever you are.
You can select your preferred seats, update your travel preferences, access our additional services and print your boarding pass online. This is a great alternative to avoid long queues at the airport.
1.Error: INHIBITED_SSR_FOUND2. Error: Segment Restricted/Segment not eligible for Check-in3. Error: Flight Not Initialized4. Error: Online check-in window is closed5. Error: CHECK_IN_WINDOW_NOT_YET_OPEN6. Error: Segment not eligible for Check-in7. Error: Invalid passport Number8. Error: DOCUMENT_NUMBER_DUPLICATED9. Error: Online Check-in not allowed10. Error: Inhibited Station11. Error: Online Check-in is not allowed APP Error12. Error: ASSOCIATED_PASSENGER_NOT_ELIGIBLE/ inhibited Passenger Type
Cause:This error occur when a booking has an special service request such as wheelchair ,stretcher passenger, that is inhibited.
Solution:Any bookings having one of these requests will not be able to check-in and the passenger should go to Airport counter.
Cause: The system is unable to complete your check-in. The segment you are trying to check-in is restricted for online check-in.
Solution: Please go to the airport to complete the check-in formalities and receive your boarding pass(es)
Cause: This happen when the passenger flight is not yet ready for Check-in service
Solution: Please try again within 48 hours of your scheduled flight departure time. If the error continues, please contact us immediately
Cause:This is when Online check-in window is closed
Solution:Please proceed immediately to the airport to complete the check-in formalities and receive your boarding pass(es)
Cause: This error occur when the passenger is trying to check-in online before the allowed check-in time.
Solution: Please try again within 48 hours of your scheduled flight departure time.
Cause: This is when the flight segment you are trying to check-in is restricted for online check-in
Solution: Please proceed immediately to the airport to complete the check-in formalities and receive your boarding pass(es)
Cause: This could be due to incorrect document details.
Solution: Ensure that you have entered the correct document details and try again. If the error continues, please contact us our global call center or proceed to the airport to complete the check-in formalities and receive your boarding pass(es)
Cause: This is when 2 passengers enter the same document type and document ID on the same PNR.
Solution: Please ensure that you have entered the correct document details and try again. If the error continues, please contact our global call center for further assistance or proceed immediately to the airport to complete the check-in formalities and receive your boarding pass(es)
Cause: This error in most case is due to an unpaid ancillary
Solution: Please contact our call center to complete the payment and check - in to receive your boarding pass(es)
Cause: Check-in is not allowed from the origin or your point of departure.
Solution: Please contact our call center or complete your check-in at the airport.
Cause: The system is unable to complete your check-in at this time.
Solution: Please retry after some time. If the error continues, please contact our global call center for further assistance or proceed to the airport to complete the check-in formalities and receive your boarding pass(es).
Cause: Passengers like Infant, un accompanied minor are inhibited from using self-service check-in applications.
Solution: Please contact us immediately for further assistance or proceed immediately to the airport to complete the check-in formalities and receive your boarding pass(es).
Yes, you can check in for connecting flights with other airlines as long as the first sector is operated by Ethiopian Airlines. Please note these check-ins are subject to other airline policies and restrictions.
If the ticket document is issued
Yes. Boarding pass can be printed for each flight sector.
For domestic flights, please check in online from 2 days before departure to 1 hour before departure.
For international flights, please check in online 72 hours before departure until 3 hours before departure. You cannot cancel your online check-in 3 hours or less before departure.
Name and Itinerary in Online Booking
Before finalizing the booking or making payment, you can modify your cities, travel dates & times along with your connection preference on Manage my booking page.
Currently, we can only handle new bookings made directly online. If you already have a ticket, please contact your travel agent or Ethiopian airlines ticket/reservations or contact us via email to confirm your travel dates.
Online customers, who break their journey for more than 72 hours, need to reconfirm their flight by contacting the nearest Ethiopian Airlines office. This can be done either by using telephone or by contacting us via email.
The facility to waitlist bookings is not currently available while booking online on www.ethiopianairlines.com. However, you can contact our Global contact center, and we will be glad to help you.
For making your booking online last name and first name is mandatory and it cannot be left open.If you have no last name please type MR or MRS in the last name field.
It is normal for the names on the ticket to be joined together, even if you had entered them separately when booking online. For example if you entered Mr. Alex Bruce William when booking online, your ticket will show the name as William/ Alex Bruce. This is standard airline industry practice.
Online Ticket Related
Ethiopian airlines web sales engine allows booking one way and return in 5 simple steps with features such as interactive calendar, low fare option, flexible schedule options etc.
Online booking can be made at www.ethiopainairlines.com and on the mobile application two hours before the departure. However, credit card payment is possible 24 hour before the departure on ET website and 6 hours before the departure on the mobile application. Mobile and electronic wallet payment methods will applicable until 2 hours before the departure. .
You will need to pay online through your credit card or can pay in cash at Ethiopian ticket offices.
On purchase, the system will generate your itinerary receipt which is confirmation for your confirmed reservation and e-ticket issuance and display the same on the screen. On it, you will find the key information about your reservation and flights. You will need to print the page and produce it along with valid photo identification in order to enter the airport and for check-in.
Also, an email will be sent to the passengers email address which can also be printed and used to enter the airport and for check-in.
Go directly to the check-in counter. Your boarding pass will be issued against this itinerary receipt and the valid identification
Online booking can be made at www.ethiopainairlines.com and on the mobile application two hours before the departure. However, credit card payment is possible 24 hour before the departure on ET website and 6 hours before the departure on the mobile application. Mobile and electronic wallet payment methods will applicable until 2 hours before the departure. .
You will need to pay online through your credit card or can pay in cash at Ethiopian ticket offices.
On purchase, the system will generate your itinerary receipt which is confirmation for your confirmed reservation and e-ticket issuance and display the same on the screen. On it, you will find the key information about your reservation and flights. You will need to print the page and produce it along with valid photo identification in order to enter the airport and for check-in.
Also, an email will be sent to the passengers email address which can also be printed and used to enter the airport and for check-in.
Go directly to the check-in counter. Your boarding pass will be issued against this itinerary receipt and the valid identification
You can book a maximum of 9 seats at a time (adults and children included).
E-Ticket is a convenient, fast and safe option to the regular physical paper ticket.
Now no more worries about losing or having the ticket stolen. You can book a confirmed ticket on www.ethiopianairlines.com up to 2 hours prior to departure.
It's convenient: you can buy and print your Electronic Ticket online in your home / office.
It's safe: the Electronic Ticket cannot be lost or stolen.
It's fast: you no longer have to collect the ticket from our office or rush to the airport to meet ticketing deadlines.
It’s Cost-effective: you can get discounts when you buy your ticket online.
Electronic Ticket is ticket less travel service. It is a way of issuing air tickets electronically which eliminates traditional paper tickets and creates an electronically held record (ticket) of the transaction. This electronic image of the ticket is stored in the Ethiopian Airlines reservation system.
E-tickets will be issued for all bookings made online at www.ethiopianairlines.com
On a successful purchase the system will generate an Electronic Ticket and a printable itinerary receipt will be displayed. The itinerary receipt is your confirmation of travel. You will also receive an email with the status of your booking. You can print the confirmation shown on your screen or print the email.
Then all you have to do is walk in to the airport and check-in with valid photo identification and printed itinerary receipt. Your boarding pass will be issued against the itinerary receipt.
On a successful purchase the system will generate an Electronic Ticket and a printable itinerary receipt will be displayed. The itinerary receipt is your confirmation of travel. You will also receive an email with the status of your booking. You can print the confirmation shown on your screen or print the email.
Then all you have to do is walk in to the airport and check-in with valid photo identification and printed itinerary receipt. Your boarding pass will be issued against the itinerary receipt.
You cannot lose an e-ticket as it is electronically generated and stored in our reservation system.
Shebamiles Related
All revenue tickets booked online will earn miles. Please ensure that the frequent flier number is provided in the form while booking.
Please click HERE.
Online booking
You can make booking for up to three infants (ages 0-23 months) without seat. However, each infant must be accompanied by an adult passenger.
Currently you can book only Ethiopian airlines flights.
Currently, online booking service is available for all Ethiopian destinations.
Please contact us for your travel plan on destinations which are not available online.
Please contact us for your travel plan on destinations which are not available online.
You can book one-way ,return trips or multiple cities in Economy and Business class. Bookings can be made for adults, children and infants.
Yes. We offer selected special requests which can be selected from a pre-defined dropdown on the booking page.
Simply log on to www.ethiopianairlines.com and the online booking feature is available on the home page. Online booking facility can be accessed by downloading Ethiopian airlines mobile application or by using Ethiopian airlines chat bot service.
Yes, you can hold your reservation for 24 hours and pay later with credit card on ethiopian airlines website or on the mobile application. Please note that the booking will be active only for 24 hours and it will be cancelled afterwards.
For passengers selecting hold reservation and pay latter option the below ticket time table is applicable:-
If Departure time is | Booking will be cancelled after |
| Less than 24 hours | 3 hours |
| Between 25 and 72 hours | 12 hours |
| Between 73 hours and 3 month | 24 hours |
| Above 3 month | 3days |
You can get our flight schedules by inserting the sector and date of travel and click on the "check flight Schedule" Button.
Although you do not receive a conventional paper ticket, you will receive an itinerary/receipt confirming your booking on your screen. This itinerary/receipt will also be sent to you by email either of which can be printer and used to enter the airport and also for check-in.
When you purchase your ticket online, your booking is confirmed at the time of purchase and you will receive a confirmation on your screen and also by email indicating that your transaction was successful.
Yes, you can book online for anyone please make sure that you provided correct passenger details while booking.
Payment with a credit card for another person is also possible however, depending of the risk level the credit card holder maybe asked to verify the credit card used at the airport or at any nearby Ethiopian ticket offices.
Payment with a credit card for another person is also possible however, depending of the risk level the credit card holder maybe asked to verify the credit card used at the airport or at any nearby Ethiopian ticket offices.
You can choose seat type and pre-reserve seat at the time of booking on “Seat selection Page” you can also add or modify seat by using Manage my booking or while you check in online.
Ethiopian airlines is committed to the safety and security of the online transactions. Customer's credit card is as safe as possible when booked on www.ethiopianairlines.com.
Information exchanged with us online is treated securely and protected by using the internationally accepted and industry standard powerful encryption technology (secure socket layer, SSL). This software encrypts customer's personal data as it is sent between the browser and our systems.
The web booking engine is directly connected to Sabre Reservation System & payment gateway(s) for credit card processing.
Information exchanged with us online is treated securely and protected by using the internationally accepted and industry standard powerful encryption technology (secure socket layer, SSL). This software encrypts customer's personal data as it is sent between the browser and our systems.
The web booking engine is directly connected to Sabre Reservation System & payment gateway(s) for credit card processing.
You can book a flight up to 10 months in advance provided the applicable fares are available.
Online Fare and Pricing Related
A promo code or a promotional code is an alpha numeric code which relates to a special offer. Entering this code at the beginning of the booking process allows you to view search result specifically related to the offer or discount.
There are different factors contribute for the price fluctuation but the most major reason is due to supply and demand. When a flight is put on the market, all classes of service within every cabin are available. When you want to go (seasonality), how long you’d like to stay (1 month maximum stay tickets are cheapest) and how flexible you want your ticket (change/cancellation penalties) all determine the fare you get. Even within Economy Class, airlines can offer up to 10 different fares, based on advance purchase, length of stay, and flexibility. As a general rule, the more restrictive a ticket is, the better the fare. In turn, the more flexible a ticket is, the more expensive it is.
If you make your booking at the last minute, you most likely get the expensive fare. Booking within 7 days to departure can be an expensive last minute decision and try to avoid it as much as possible.
While booking online, you will be provided with a link to 'Fare Rules'. Please ensure you read the rules in detail and contact Ethiopian airlines offices for any clarifications.
If you meet the date, time and eligibility criteria, you can book the advance purchase fares online.
Online Payment Related
This is most probably due to the connection issue or when there is system failure. Please capture the screen and report it to our support team
Please contact our online customer support desk and we will process refund for the duplicate ticket. In the future please do not attempt to make payment for the second time without checking the status of the first payment.
Bank transfer is not a real time payment option like credit card and sometimes the ticketing will take long time to be completed. Please wait for 30 minute and contact our support team.
The above error happens when there is a 3DS verification issue in your payment. Please make sure to use a 3DS enrolled card and if the problem persist please use another form of payment or another card.
We accept PayPal payment from all countries but there are currencies that are not directly supported by PayPal such as ETB,XAF,XOF and others.
You will not get the PayPal option if you are originating from these countries.
This happen when we encountered an issue when issuing your ticket or sending confirmation email after ticketing. Please contact our office by providing your flight itinerary and your last name so the our support team will try to search your booking and contact you.
Our support desk will contact you if there is uncollected amount.
Yes, Ethiopian accept local debit card from Nigeria, Ghana, Uganda, Cameroon, Togo, Niger, Benin, Senegal, Ivory Coast, Kenya, Zambia, Zimbabwe, Mali and Burkina Faso
Sheba pay is an instant bank transfer option that ET introduces in partnership with IATA. The scheme enables real-time payments from customers who book tickets on the airlines mobile application, with the money transferred directly to the carrier without the involvement of third-parties.
This is may be due to intermittent connectivity issues which are preventing us from getting a timely response from your issuing bank.
This may ultimately result in a time-out. If this happens to you, don't close your browser or tab while the page is loading. Instead, contact your local Ethiopian Airlines office for assistance.
For security reasons, the holder of the credit card may be contacted by email to verify the credit card used at the airport or at nearby Ethiopian ticket office for in person verification.
Once you have confirmed your booking online, we will immediately debit your credit. This applies even if you decide to change your travel plans right after. Please contact the nearest Ethiopian office should you like to rearrange your travel plans or would like to seek a refund. Please note that refund and/or cancellation charges may apply according to applicable fare conditions.
3D Secure is an authentication protocol that provides an additional layer of verification for online payments. It is called “MasterCard Identity Check” at MasterCard, Visa Secure at Visa, and “Safe key” at American Express, “J/Secure” at JCB and “Protect Buy” at Diners and Discover. Ethiopian airlines is following the new legal requirements and is adapting all own payment processes according to the Strong Customer Authentication(SCA). SCA is the second European payment service directive (PSD2) requirement introduced to make online payments more secure and reduce the risk of fraud. This requirement applies to online payments made in the European Economic Area (EEA and the UK. In short, SCA means shoppers in Europe may need to complete extra levels of authentication when they pay online. These levels of authentication requires customers to verify at least two of the below three requirements:-
- Something they know: for example password or PIN
- Something they own : such as Cellphone or token
- and Something they are for example Fingerprint, Facial features and others
When you book a flight on Ethiopian airlines mobile application from Germany, Spain, Italy, Austria, Belgium and the Netherlands, you will get the option to make payment using Sheba Pay. You can select your bank and transfer the payment in real time to the airline securely.
If 3D Secure authentication is required for your online transaction, you will see an input window of your bank after you have entered your card details, prompting you to enter your password. If you enter all details correctly, the bank will confirm that you are the legitimate cardholder, and the payment process can be continued. The first time you make a payment in the 3D Secure system, you will be prompted to register for 3D Secure after entering your credit or debit card information. A dialogue box in which you can complete the registration will open directly from the bank that issued your card. Additional information on the 3D Secure can be found on your bank’s homepage.
Debit card is also accepted if it is branded with Master, visa and American express
Note: Local debit cards are acceptable from few African countries.
Note: Local debit cards are acceptable from few African countries.
Yes , Ethiopian accept Mobile payment from Ethiopia, Kenya, Uganda, Ghana, Zambia and Zimbabwe
Payment for online booking can be made through credit card/debit card, mobile or in cash at Ethiopian airlines offices. Ethiopian accepts VISA,MASTER,AMERICAN EXPRESS , DINERS CLUB, union pay & UATP cards and PayPal.
Please note: The credit card used to pay for tickets is required at check-in or during refund processing for verification.
Please visit the below link to see the full list of acceptable payment methods :- Here.
Please note: The credit card used to pay for tickets is required at check-in or during refund processing for verification.
Please visit the below link to see the full list of acceptable payment methods :- Here.
This happen when we encountered an issue when issuing your ticket, and your payment has been put on hold. Don't worry. In such cases, a request is usually sent immediately to your issuing bank to reverse the payment, and you should see this reversal in your statement in about 6 hours. You may speak to your issuing bank to learn more about the status of your transaction. If the held amount is not released after 6 hours, get in touch with your local Ethiopian Airlines office.
Please make sure you have the payment options and the currency you want to purchase and if you face any technical issue with your payment please contact our customer support desk.
Please note that we have various payment options on our mobile application.
This happen when you make two payment attempt and when both get successfully charged. Please contact our support team for refunding one of the payment.
For a successful transaction with your credit / debit card:
- Ensure that you have sufficient credit or balance
- Ensure that your payment details have been correctly entered
- Ensure that your credit / debit card has not been reported stolen or used for fraudulent activity
- Ensure that the country of the issuing bank does not have currency or credit limitations
- Ensure that e-commerce transactions have been enabled for your credit / debit card
- For Alternative Payment Methods (APMs), ensure that your log-in credentials have been entered correctly
- For Alternative Payment Methods (APMs), ensure that your account has sufficient balance
for passengers who make payment through bank transfer payment receipt will be sent to their email address. This will be done only when the passenger requested a receipt when making the booking.
Please select PayPal from the payment page > agree terms and condition and submit payment > login to your PayPal account > authorize payment.
If your PayPal payment status is pending that means the payment is not successful and it needs to be canceled. Please report the incident to our support desk and proceed with a new request.
Please contact our support desk to get the link for payment.
- VISA Card
- MasterCard
- American Express
- Diners Club / Discover
- JCB Card
- China Union Pay
- UATP
Yes, you can select "Pay at agency" option to book your reservation online and pay in cash at Ethiopian airlines office. You can also make payment by using different mobile walets and bank transfer options which is available from your country of origin. you can see the list of acceptable payment methods here.
That is due to cross broader fee. Foreign transaction fee is imposed by a credit card issuer on a transaction that takes place overseas or with a foreign merchant.
This happen when you select pay at agent option and try to make payment online. To make payment for hold bookings you have to select book now pay latter options
All transactions are subject to the approval of your issuing bank / payment provider. If your transaction was denied by your issuing bank, we won't be able to process your payment. Contact your issuing bank for information about why your transaction was declined. If your card has 3D-Secure, you must authenticate your transaction to complete payment. Your transaction will be declined if authentication fails.
Currently, we cannot accept any credits or vouchers for online purchases.
Once you’re on the payment page, you’ll be required to enter several pieces of information to complete the payment.
- Choose "Credit/Debit Card" as Your Payment Method
There will sometimes be an option to choose the type of credit card you’re using, e.g. Visa, MasterCard, Discover, American Express, or a store credit card. If your credit card processor isn’t listed in the box, the merchant doesn’t accept that type of credit card. You’ll have to use another type of credit. - Enter Your card details as it Appears on Your Credit/Debit Card
Look at the credit card to verify that you’ve entered your name correctly. Then, enter your credit card information: the credit card number, expiration date, and security code. For Visa, MasterCard, and Discover, the three-digit security code will be printed at the back of the card after the credit/debit card number. The four-digit security code for American Express credit cards is printed on the front-right of the card, directly above the credit card number. - Submit the Payment
Once you've ensured that everything is accurate, select the button to submit your order. If your card is enrolled for 3D Secure authentication you will be redirected to the issuing bank page and requested to enter additional information
Yes, credit card payment is allowed from all Ethiopian destinations.
Our online system usually accept the currency of the departure country. From some countries we accept USD or EUR as a default currency but currency change is not possible on the website. However you can contact our support desk and they can convert the currency to USD.
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Best Airline in Africa for six Years in a Row
Best Business and Economy Class Airline in Africa 2023 for five years in a row
Best Business Class Onboard Catering in Africa 2023 for two years in row
