Etihad Rail passenger rights 2026: Refunds, cancellations, delays and what happens if you miss your train

Abu Dhabi: Etihad Rail confirmed that if a passenger misses a train journey at one of its stations for a reason not directly attributable to the station, no refund or compensation will be available. Passengers are advised to arrive at the station at least 20 minutes before the scheduled train departure time so as not to miss the journey. Etihad Rail also stated in its Passenger Charter that boarding gates close two minutes before the scheduled departure time. After that, passengers will not be allowed to access the platform. It stressed that passengers must arrive at the departure station well before the scheduled departure time, and that Etihad Rail does not guarantee that a passenger will be able to board the train if they arrive after closing time, nor is it obligated to delay the train. The Charter pointed out that if a person does not travel and does not cancel their ticket before the scheduled departure date, it is considered a ‘no show’, and in this case, the ticket will not be valid for travel, and a refund will not be available. Passengers were advised, upon arrival at the departure station, to monitor the departure screens and/or listen to announcements to find out the exact departure time, platform number, and expected arrival time, and to head to the correct platform at the appropriate time. The company confirmed that it is not liable for any consequences or damages incurred by passengers as a result of going to the wrong station, getting off at the wrong station, or boarding the wrong train. It is also not liable for any loss, damage, injury, delay, or inconvenience resulting from third-party services or services subject to separate terms and conditions. Passenger rights when the train is late or cancelled Etihad Rail urged travellers to review the terms and conditions applicable to the services. It also pointed out that the boarding gates open before the scheduled departure time of the train, and passengers, after passing through them, can reach the platform and board the train at any time before the departure time. The Charter stated that in the event of a train being affected or delayed, passengers will be informed of any updates, assistance will be provided to facilitate their journey, and fair solutions will be offered. Passengers will be notified immediately via email, text message, WhatsApp, as well as through station and train screens and station announcements. If the scheduled departure time of the train is delayed by 30 minutes or more, the passenger has the right to not travel and to choose to rebook on an alternative train or receive a full refund. If the train is canceled, the company will provide the passenger with the option of rebooking on an alternative journey or an alternative transfer. If the train is affected after the passenger has boarded the train, the company will ensure that the passenger reaches their final destination at no additional cost and will assist them in continuing their journey or provide an alternative solution, as outlined in the Charter. Missed journeys and delays Etihad Rail added that if a passenger misses a connecting train journey due to a delay on their part, they will be rebooked on the next available journey at no extra charge. The Charter emphasised that this commitment does not include connecting journeys with other transport services, such as the Dubai Metro, Etihad Rail buses in Abu Dhabi, taxis, car parks, including those at its stations, or any other operators, recommending that sufficient time be allocated when transferring to other transport services. It also confirmed that in the event of a major delay or cancellation of the outbound journey by Etihad Rail, the traveller can request a free rebooking for the connecting or return journey, for that direction of the journey.