Definitions

    ●    Ethiopian or ET: Refers to Ethiopian Airlines Group.

    ●    Carrier: All air carriers, including ET, that undertake to transport passengers or baggage.

    ●    Checked Baggage: Baggage accepted by the Carrier with a Baggage Identification Form.

●    Code Shares: A commercial agreement where one airline sells seats on a flight operated by another, using their respective flight numbers.

    ●    Convention: Refers to the Warsaw Convention, the Montreal Convention, or both, as applicable.

    ●    Hague Protocol: Amendment to the Warsaw Convention, signed at The Hague on 28 September 1955.

    ●    Montreal Convention: Convention for the Unification of Certain Rules for International Carriage by Air, agreed on May 1999.

    ●    SDR (Special Drawing Right): An IMF unit of account whose value is periodically set based on reference currencies.

    ●    Ticket: A passenger ticket and baggage check, incorporating these conditions.

    ●    Unchecked Baggage / Cabin Baggage: Items kept in the passenger's custody, not handed over as Checked Baggage

    ●    Warsaw Convention: Convention signed at Warsaw on 12 October 1929, including its amendment by the Hague Protocol, if applicable.

1.2 REFUSAL TO TRANSPORT


Ethiopian Airlines may refuse to transport a passenger or their baggage under the following conditions:


    ●    When necessary for safety or to comply with laws and regulations.

    ●    If the passenger’s conduct, status, age, or condition:


    ●    Prevents staff from providing needed assistance.

    ●    Involves non-compliance with staff instructions.

    ●    Causes disturbance to other passengers.


    ●    If the passenger is intoxicated or under the influence of drugs (excluding those under prescribed medication and accompanied by a physician or nurse).

    ●    At any point during the journey, the airline may refuse baggage that:


    ●    Is hazardous or restricted for safety/security reasons.

    ●    Is unsuitable due to size, weight, content, form, or odor.

    ●    Is poorly packed or in unsuitable containers.

    ●    Exceeds baggage allowance and extra charges are unpaid.


    ●    If your baggage is refused:


    ●    The airline is not required to store or transport the refused items.❖     If the airline does accept the baggage, it will not be responsible for any loss or damage to those items.


    ●    Additional reasons for refusal include:


    ●    A medical condition that may lead to complications or death in flight.

    ●    Need for nursing or care without an appropriate attendant.

    ●    A direct threat to the health or safety of others, not mitigated by reasonable measures.

    ●    Refusal to comply with airline medical clearance procedures.

    ●    A contagious disease during its infectious period.

    ●    The need for a stretcher, which may be refused due to aircraft type or policy.

    ●    A history of serious misconduct with a risk of recurrence.

1.3 CONDUCT ABOARD AIRCRAFT


    ●    Ethiopian Airlines may deny boarding or take action during the flight if a passenger:


   ●     Appears to be under the influence of alcohol or drugs.

   ●     Is likely to disturb, annoy, or endanger others or the aircraft.

   ●     Fails to follow crew instructions.

   ●     Misbehaves, obstructs crew duties, or endangers safety.

   ●     Suffers from an infectious disease or is of unsound mind.

   ●     Causes inconvenience, damage, or injury to others.

2. Booking and Ticketing

2.1 Reservation / Booking Requirements

●       Reservations can be made for:

   ❖     Adult passengers

   ❖     Children and infants traveling with an accompanying adult

   ❖     Incapacitated passengers

   ❖     Expectant mothers

   ❖     Unaccompanied children

●       All necessary formalities must be completed in advance, and Ethiopian Airlines’ approval must be secured beforehand.

For travel to/from the USA:

●       If you book your flight at least 7 days before departure, Ethiopian Airlines will:

❖     Hold your reservation at the quoted fare for 24 hours free of charge

Provide a full refund if you cancel within 24 hours of purchasing the ticket
2.2 FARE CONDITIONS

●       Fares include all applicable taxes, except those collected locally at airport check-in.

●       Fare quotes are subject to change and only become guaranteed upon full payment.

●       Ethiopian offers the lowest available fare for which you are eligible based on your:

❖     Travel date

❖     Flight selection

❖     Class of service

●       These fares are available through:

❖     www.ethiopianairlines.com

❖     Ethiopian’s reservation call center

                  ❖   City ticket offices and airport ticket counters

2.3 CANCELLATION OF RESERVATIONS

Ethiopian may cancel any reservation (confirmed or not) if necessary to:

●       Comply with government regulations

●       Support emergency transportation needs (e.g., national defense)

●       Respond to weather conditions or force majeure events including:

❖     Natural disasters

❖     Strikes

❖     Civil unrest

❖     War or hostilities

❖     Embargoes or other uncontrollable disruptions

2.4 TICKET VALIDITY PERIOD

●       Unless otherwise stated or required by local laws:

❖     A ticket is valid for one year from the date travel begins or

❖     If unused, valid for one year from the original or reissue date whichever is later

●       Exceptions:

❖     Promotional or excursion fares may have shorter validity periods

❖     Tickets limited to specific travel dates are only valid during those periods

                   ❖   For multi-leg trips (e.g., Round/Circle/Open-Jaw), the most restrictive rule applies

2.5 PAYMENT AND TICKET DELIVERY OPTION

Two Payment Methods:

1. Pay at Agency:

❖     Pay at your nearest Ethiopian Airlines ticket office

2. Pay with Credit Card:

❖     Full payment is charged immediately during online booking

❖     An electronic ticket is issued instantly

❖     The cardholder must either travel or be present during boarding with the card for verification

❖     Third-party card payments are not accepted unless the cardholder is traveling

Time Limits for Ticket Collection (Pay-at-Agency Bookings):

Time to Departure	Generated TTL(after booking)
Less than 24 hours	4 hours
25 – 96 hours	12 hours
97 – 240 hours	24 hours
241 – 720 hours	48 hours
721+ hours	72 hours

●       Tickets not collected in time will be automatically cancelled.

●       Refund Note:

❖     If you choose not to travel and request a refund, cancellation penalties may apply based on fare rules.

2.6 TICKET RESTRICTIONS

●       Ticket conditions vary by fare type and may include:

❖     Validity limits

❖     Change or cancellation fees

❖     Restrictions on refunds

●       For full details, contact your travel agent or a nearby Ethiopian office.

2.7 TICKET TIME LIMIT

●       If you are not ready to buy your ticket at the time of booking, you’ll be given a specific time limit to complete your purchase.

2.8 Refunds

●       Ethiopian Airlines provides timely refunds for eligible tickets once we receive your completed refund request along with all required documents.

●       Refund Process:

❖     Refunds are returned to the original payment method used when buying the ticket.

❖     If paid by credit card: We will send the refund request to your card issuer within 7 business days.

❖     If paid by cash, check, or other methods: We will process the refund within 10 business days of receiving your complete request.

●       How to Request a Refund:

❖     For customers in the USA, please send your written refund request to Ethiopian Airlines, Customer Refund Service, 277 S Washington St., Suite 120, Alexandria, VA 22314

●       Alternatively, you can:

❖     Visit your nearest Ethiopian Airlines office

❖     Contact your travel agent

❖     Or email your local area office (contact information is available on our website)

●       Make sure to include the following details in your request:

❖     Passenger’s full name

❖     Address

❖     Credit card number used for the purchase

❖     Ticket number(s)

❖     Travel date

❖     Departure and destination cities

Important: Refund requests must be submitted within one year of the ticket’s expiry date. Requests made after this period may be declined.

2.9 REROUTING

●       If you are involuntarily rerouted, you retain your original baggage allowance—even if moved to a lower service class (in which case you may be eligible for a refund).

●       If you request to reroute yourself (change of origin, destination, carrier, or fare), the ticket will be reissued, and fare differences will apply—either a refund or additional charge.

3. Notice of Government-Imposed Taxes and Fees

●       The price of your ticket may include taxes and fees required by government authorities. These charges can make                up a significant portion of your total fare.

   ❖     Some taxes and fees are included in the ticket price.

   ❖     Others are listed separately in the "TAX" box(es) on your ticket.

   ❖     In certain cases, you may be required to pay additional taxes or fees at the airport that were not collected during ticket purchase.

4. Special Services
4.1 Acceptance Of Children And Infants

●       Children aged 2 to 11 years traveling with a parent or guardian will have a reserved seat.

●       Infants under 2 years do not have a reserved seat unless requested and paid for. Infants must sit with their                         guardian.

●      One adult can travel with only one infant. If traveling with two infants, an escort is required for the second infant.

4.2 Unaccompanied Minors (UM)

●       Ethiopian Airlines considers children aged 5 to 11 years traveling alone as Unaccompanied Minors (UM).

●       Youth aged 12 to 17 are also considered unaccompanied and may require special handling.

●       For children aged 5–11:

   ❖     No escort is required on Ethiopian-operated flights (except code-share flights).

   ❖   They are accepted on both domestic and international routes.

   ❖     Ethiopian ensures the child's safe handover at connecting points, but does not take responsibility beyond the airport.

●       Children under 5 years old are not allowed to travel alone without a family member.

●       An escort service can be arranged (for a fee) on any route.

●      Youth aged 12–17 cannot act as escorts for children under 12.

4.3 TRAVELING WITH ANIMALS

●       Pets (cats and dogs) may be carried in the cabin or cargo, depending on size, container, and regulations.

●       Service animals (like guide dogs) are allowed in the cabin at no charge, if:

   ❖     The dog is properly harnessed and muzzled.

   ❖     Advance arrangements are made.

●       Passengers with pets must:

   ❖     Avoid seating in emergency exit rows.

   ❖     Ensure the aisle is not blocked.

●       Local and international rules for pet travel may differ. Please check with Ethiopian Airlines or your travel agent.

●       For interline flights, check with the connecting airline for pet policies.

●       Pets in cabin or cargo are charged at excess baggage rates, regardless of other baggage weight.

●       Owners are responsible for health, safety, and compliance with regulations.

●       Ethiopian is not liable if a pet is refused entry into a country.

4.4 Passengers Requiring Special Assistance (PRSA)

Ethiopian Airlines provides services for passengers with disabilities or special needs, in compliance with all regulations.

Available Services:

●       Wheelchairs

●       In-flight oxygen

●       Stretchers

●       Lifting assistance

●       Limb-support devices

●       Other necessary equipment (with advance request)

Request Process:

●       Some services must be requested in advance.

●       You can also request assistance upon arrival at the airport.

●       A Complaint Resolution Official (CRO) is available at the airport to help.

If traveling on a different airline, check their specific policies.

Stretcher Passengers

●       Only one stretcher passenger per flight.

●       A Medical Certificate (MEDIF) is required confirming fitness to fly.

In-Flight Oxygen

●       Oxygen is available upon request and at an extra charge.

●       Requests must be made 48 hours in advance.

●       A doctor’s note is required, stating:

   ❖     Oxygen flow per minute

Wheelchair Passengers

●       Accepted without an attendant if a doctor's certificate confirms the passenger:

   ❖     Can travel without special attention

   ❖     Can evacuate independently in an emergency

Mental Health Patients

●       Accepted only if:

   ❖     A Medical Information Form (MEDIF) is approved.

   ❖     Passenger has an escort and all travel documents.

   ❖     Seat assignment is at the rear of the cabin, away from exits.

Expectant Mothers

●       Up to 28 weeks: No medical clearance needed. A pregnancy form must be filled out and presented.

●       Up to 36 weeks:

   ❖     Allowed for domestic/short flights (under 2 hours).

●       Up to 34 weeks:

   ❖     Allowed for international/long flights (over 2 hours) with a doctor’s approval.

Important Notes:

●       Medical clearance is not required before 28 weeks.

●       Required after 28 weeks only for complicated or exceptional cases.

●       For such cases, ET medical approval is mandatory.

   ❖     Total required volume

   ❖     Confirmation that the passenger is fit to travel

●       A maximum of 6 oxygen bottles is allowed per flight.

●       If the passenger cannot use the oxygen independently, an escort must accompany them.

General notes

• Note that MEDIF is not required
• Medical clearance (f o r m to be filled by attending doctor) & approval is not needed before 28 weeks.
• Medical clearance by attending doctor needed after 28 weeks.

Medical clearance from ET medical services is required only for complicated and exceptional cases of pregnancies

6. Notice To Domestic Passengers

6.1 Domestic Travel Within Ethiopia

●       Air travel that takes place entirely within Ethiopia is governed by the Commercial Code of Ethiopia.

●       This code limits the liability of Ethiopian Airlines for:

   ❖     Death or bodily injury

   ❖     Loss or damage to baggage

6.2 International Travel and Legal Conventions

●       If your journey includes a destination or stop outside Ethiopia, international laws may apply:

   ❖     Warsaw Convention or its amendments

   ❖     Montreal Convention

●       These conventions limit the airline's liability for:

   ❖     Passenger death or injury

   ❖     Loss, damage, or delay of baggage

Special Note for Italy:

●   For flights subject to the Warsaw or Montreal Conventions and legal cases brought in Italian courts, the liability limit is:

   ❖     100,000 Special Drawing Rights (SDR) as defined by the International Monetary Fund (IMF)

   ❖     This amount will be converted into local currency using IMF valuation methods

6.3 ID Card and Age Verification Requirements

●       Passengers must carry a valid government-issued photo ID at all times when traveling.

●       If traveling with children:

   ❖     You may be asked to present proof of the child’s age, such as a birth certificate

 

●       Ethiopian has a non-smoking policy on all flights

8. Baggage

8.1 Baggage Policy

Checked Baggage

●       Ethiopian Airlines aims to deliver your checked baggage on time.

●       If your bag is delayed, Ethiopian will make every reasonable effort to deliver it within 24 hours.

●       For updates on lost, damaged, or delayed baggage, please visit: www.ethiopianairlines.com

Free Baggage Allowance

●       Passengers are allowed a free checked baggage allowance, which varies depending on:

   ❖     Class of service

   ❖     Origin and destination

●       Any baggage exceeding the allowed weight or size will incur additional charges.

Cabin (Hand) Baggage

●       Economy Class:

   ❖     1 piece of hand baggage

  ❖     Max weight: 7 kg

   ❖     Dimensions: 20 × 40 × 55 cm or 8 × 16 × 22 inches

●       Business Class:

   ❖     2 pieces of hand baggage

   ❖     Each piece: max weight 7 kg

8.2 Prohibited and Restricted Items

Passengers must not include the following in their baggage (either checked or hand luggage):

Dangerous Goods

●       Items that can endanger aircraft, passengers, or crew, including but not limited to:

   ❖     Explosives (e.g., fireworks, ammunition)

   ❖     Compressed gases (e.g., lighter refills, oxygen tanks)

   ❖     Flammable liquids or solids (e.g., lighter fluid, paints)

   ❖     Radioactive or magnetized materials

   ❖     Toxic or corrosive substances

Legally Prohibited Items

●       Items that are banned by law in any country on the flight route (departure, stopover, or destination).

Unsuitable Items

●       Items considered fragile, perishable, smelly, bulky, or overweight may be refused carriage.

●       For guidance, please contact Ethiopian Airlines before travel.

Weapons

●       Firearms and ammunition (except for hunting/sport purposes) must be:

   ❖     Unloaded

   ❖     Properly packed

   ❖     Declared and checked in

   ❖     Subject to ICAO and IATA regulations

●       The following items are not allowed in the cabin under any circumstances:

   ❖     Swords, knives, antique or replica weapons, cutting or stabbing tools, aerosols for defense/attack

 

U.S.-Bound Flights

●       Federal Law prohibits hazardous materials in luggage or on your person.

●       Violation may result in:

   ❖     Up to 5 years imprisonment

   ❖     Fines up to $250,000 or more (Reference: 49 U.S.C. 5124)

 

●       Examples of banned items:

   ❖     Paints, lighter fluid, fireworks, tear gas, oxygen tanks, radiopharmaceuticals

●       Exceptions:

   ❖     Small amounts (up to 70 oz total) of medicinal and toilet items

   ❖     Smoking materials on your person

➔    For details, please contact an Ethiopian Airlines representative.

 

8.3 Baggage Claim Time Limit

●       Claims for lost, damaged, or delayed baggage must be filed within 2 years of:

 

   ❖     The date the baggage should have arrived

   ❖     OR the date the flight landed

   ❖     OR the date the carriage stopped

 

Failure to bring a legal action within this time limit will result in loss of right to compensation.

9.Check-In/Reporting Time

To ensure a smooth journey, passengers are required to report to the airport check-in counter well in advance of their scheduled departure time.

International Flights

●       Standard Check-in Time:

   ❖     Passengers must report at least 2 hours before the scheduled departure time.

●       Addis Ababa (Bole International Airport):

   ❖     Passengers must report 3 hours before departure.

●       Flights to/from the USA:

❖     Passengers must report 4 hours before departure.

Domestic Flights

●       Standard Check-in Time:

   ❖     Passengers must report at least 1 hour before the scheduled departure time.

●       Departures from Addis Ababa (ADD Hub):

   ❖     Passengers must report 1 hour and 30 minutes before departure.

Travel Documents

●       Before arriving at the airport, please ensure that you have the following:

   ❖     A valid passport (for international travel)

   ❖     All necessary entry/exit visas

   ❖     Any required vaccination or health certificates

 

Failure to present the correct documents may result in denied boarding.

10. Codes Shares

Ethiopian Airlines (ET) partners with other airlines through agreements known as Code Shares. This allows us to offer more destinations and flight options, even though the flight may be operated by another carrier.

What Does This Mean for You?

●       If your ticket or reservation shows "ET" as the airline code, the flight may still be operated by a different airline.

●       These are known as Code Share flights.

●       In such cases, Ethiopian’s Conditions of Carriage still apply, and we will inform you of the actual operating carrier at the time you make your reservation.

Responsibilities and Rules

●       For all Codeshare flights operated by another airline, Ethiopian is responsible for your journey and any passenger rights or obligations outlined in our Conditions of Carriage.

●       However, the operating airline may have different rules, including but not limited to:

   ❖     Check-in time limits

   ❖     Travel policies for unaccompanied minors

   ❖     Rules for carrying pets or animals

   ❖     Conditions for refusing transport

   ❖     Availability of medical oxygen services

   ❖     Handling of delays or irregular operations

   ❖     Compensation for denied boarding

   ❖     Baggage policies, including allowance and liability

These partner-specific rules are part of Ethiopian’s Conditions of Carriage by reference and apply when relevant.

For Flights to/from the United States U.S

●       If a Code Share partner operates a flight to or from the U.S. with Ethiopian’s “ET” code, the operating carrier’s contingency plan will apply in the event of lengthy tarmac delays.

Important Notes for Passengers

●       Ethiopian will let you know at the time of inquiry or booking if your flight is operated by a Code Share partner.

●       For detailed policies and regulations of each Code Share partner, please visit the partner airline's website or consult your travel agent.

 

Click here to view the list of Ethiopian Airlines Code Share partners

 

11. Customer Service Plan

Ethiopian Airlines is committed to ensuring a safe, comfortable, and respectful travel experience for all passengers, especially during flight delays. The following outlines our Customer Service Plan and Contingency Plan for Lengthy Tarmac Delays, in compliance with the U.S. Department of Transportation (DOT) regulations (14 CFR Part 259).

1. Deplaning During Tarmac Delays

Passengers may deplane and make alternative travel arrangements—in line with airline ticketing policies—if it is determined to be safe and secure, and the following conditions are met:

●       The aircraft has moved into position for deplaning

●       All operational requirements for deplaning are completed

●       The Pilot-in-Command has authorized customer deplaning

Note: Passengers who deplane may retain their boarding pass and re-board if permissible.

●       Baggage Information:

   ❖     In most cases, checked baggage will remain on board to the flight’s final destination.

   ❖     If the flight is cancelled after returning to the gate, passengers will retrieve their luggage at the airport's baggage claim facility.

2. Support During Delays

Depending on the nature of the delay, Ethiopian will provide:

●       Adequate food and beverages, including potable water

●       Operable lavatories onboard

●       Medical attention, if required

We strive to maintain a seamless experience both onboard and on the ground, but please note that Ethiopian is not liable for service deficiencies caused by factors beyond its control (e.g. weather, air traffic, government restrictions, etc.).

Ethiopian Airlines Tarmac Delays Contingency Plan (U.S. Flights Only)

This plan applies to Ethiopian Airlines flights departing from or arriving at U.S. airports. Ethiopian will not permit an aircraft to remain on the tarmac for more than four (4) hours without allowing passengers to deplane, unless:

●       The Pilot-in-Command determines there is a safety or security reason to remain on the tarmac, OR

Air Traffic Control (ATC) advises that returning to the gate or another deplaning point would significantly disrupt airport operations

During Tarmac Delays, Ethiopian Will

●       Provide adequate food and water within 2 hours of the delay (from gate departure or landing)

●       Maintain operable lavatory facilities

●       Provide adequate medical attention if necessary

●       Update passengers with the status of the delay every 30 minutes, including available information on the reason for the delay

     ●       Notify passengers if an opportunity to deplane at a gate or other location becomes available

Resource Coordination

Ethiopian has established protocols to ensure adequate staffing and resources to implement this plan, including coordination with:

●       Airport authorities and terminal facility operators

      ●       Customs and Border Protection (CBP)

●       Transportation Security Administration (TSA)

●       Other service providers, including at diversion airports

The full Tarmac Delay Contingency Plan is available at: www.ethiopianairlines.com

12. Flight Delays/Cancellations/Misconnection

 

At Ethiopian Airlines, we strive to get you to your destination on time and as scheduled. However, there may be circumstances beyond our control such as weather conditions, air traffic control restrictions, or operational issues that may lead to flight delays, cancellations, or diversions.

In Case of Delays, Cancellations, or Diversions

Ethiopian Airlines is committed to keeping you informed and supported:

●       We will notify you within 30 minutes of becoming aware of any delay, cancellation, or diversion.

●       We will provide a clear explanation of the reason for the change, based on the most accurate and current information available.

●       We will update flight status displays at the airport gates and ensure that this information is:

   ❖     Available at U.S. boarding gates

   ❖     Updated on airport display boards

   ❖     Accessible via our reservation office

   ❖     Communicated through your mobile number, SMS, or email (if provided)

   ❖     Posted on our official website: www.ethiopianairlines.com

In Case of a Missed Ethiopian Connection:

If your Ethiopian flight misses a connection to another Ethiopian flight to your destination:

●       We will make every effort to arrange an alternate travel plan to get you to your final destination as soon as possible.

●       If an alternate connection is not immediately available and you must wait for the next flight, Ethiopian will provide:

❖     Full hotel accommodation

❖     A 3-minute international phone call to your destination

❖     Ground transportation to and from the hotel

We thank you for your understanding and patience, and remain committed to making your travel experience as smooth and comfortable as possible even during unforeseen disruptions.

 

13. Denied Boarding Compensation

Ethiopian Airlines provides Denied Boarding Compensation (DBC) under the following conditions:

Eligibility Criteria

●       You hold a valid ticket purchased from Ethiopian Airlines (ET) or one of its authorized agents, including:

   ❖     Tickets issued by another carrier that has an interline agreement with ET.

   ❖     Tickets redeemed through ShebaMiles points.

●       You have a confirmed and valid booking on the specific ET flight.

●       You have checked in on time at the designated location (counter or online) before check-in closes and in                               accordance with:

❖     The latest check-in time

❖     Or the Minimum Connecting Time (MCT) for connecting passengers

●       You possess all required travel documents and meet all entry/exit requirements.

●       You were denied boarding on your scheduled ET flight due to overbooking or payload restrictions, and as a result,              you were not allowed to board.

If the Flight Is Oversold

●       Ethiopian will first seek volunteers to give up their seats in exchange for compensation, in line with the U.S. DOT regulations.

●       If there are not enough volunteers, passengers will be denied boarding based on booking priority, with                                 consideration given to:

   ❖     The passenger’s importance

   ❖     Their business relationship with Ethiopian

In Case of Involuntary Denied Boarding

If you are involuntarily denied boarding despite meeting all check-in and document requirements:

●       You will receive a written statement describing:

   ❖     Your rights

   ❖     How boarding priority is determined

●       If you are offered free or discounted future travel as compensation, Ethiopian will also:

   ❖     Clearly explain any restrictions or conditions of that offer

   ❖     Inform you of your right to choose cash or check instead

●       You will typically receive:

   ❖     Monetary compensation

   ❖     And alternate travel arrangements

Special Note for U.S. Departures

●       Passengers departing from a U.S. airport who are involuntarily denied boarding due to oversales will be handled in accordance with U.S. Department of Transportation (DOT) regulations.

Ethiopian Airlines ensures that the full DBC rules and boarding priority policies are available at all airports it serves, and will always adhere to them to treat passengers fairly.

15. Personal Data

The passenger or his/her agent should recognize that personal data has been given to Ethiopian Please refer to our Privacy Policy.