Etihad Rail warns passengers: Miss your train, lose your ticket

Abu Dhabi: Etihad Rail has warned passengers that missing a train due to reasons not attributable to the station could result in the loss of the ticket value, with no refund or compensation available.

According to the company's Passenger Charter, passengers are advised to arrive at the departure station at least 20 minutes before the scheduled departure time to avoid missing their journey.

The operator said boarding gates close two minutes before departure, after which passengers will not be allowed onto the platform.

Etihad Rail stressed that it does not guarantee that passengers arriving after gate closure will be able to board the train and is not obligated to delay departures.

The company also stated that passengers who fail to travel and do not cancel their tickets before departure will be classified as "no-shows", making their tickets invalid for travel and ineligible for refunds.

Follow station announcements

Passengers were advised to monitor departure screens and station announcements upon arrival to confirm departure times, platform numbers and estimated arrival times before proceeding to the correct platform.

Etihad Rail said it will not be liable for consequences arising from passengers going to the wrong station, boarding the wrong train or disembarking at the wrong destination.

The company also excluded liability for losses, delays or inconvenience linked to third-party services or services governed by separate terms and conditions.

Delays and cancellations

The charter states that passengers will be informed of any delays or service disruptions through email, SMS, WhatsApp notifications, station displays and public announcements.

If a train departure is delayed by 30 minutes or more, passengers may choose either:

A free rebooking on an alternative service; or

A full refund.

In the event of a cancellation, passengers will be offered either an alternative train service or another transport solution.

If a disruption occurs after passengers have boarded the train, Etihad Rail said it will ensure they reach their final destination at no additional cost and will provide assistance to help them complete their journey.

Missed connections

Etihad Rail said passengers who miss a connecting train because of a delay caused by the company will be rebooked on the next available service free of charge.

However, this commitment does not extend to connections involving other transportation services, including:

The company advised travellers to allow sufficient time when connecting to other modes of transport.

Etihad Rail also confirmed that passengers affected by a major delay or cancellation on an outbound journey may request a complimentary rebooking of their return or connecting rail journey.