ETIHAD RAIL
Passenger Charter
Passenger Charter — Your Rights and Our Commitments
Our Passenger charter is your guide to travelling with Etihad Rail, the developer and operator of the UAE National Railway Network. It sets out what you can expect from us, and what we ask of you. It covers everything from buying a ticket to reaching your final destination. It applies to train services operated by and branded as Etihad Rail.
We place our customers at the centre of everything we do. Your safety, well-being, and fair treatment are always our highest priorities. We aim to provide excellent travel experience and make it easy for you to contact us. We will always listen carefully and consider your individual circumstances.
Our Passenger charter is an evolving document. We are committed to working with federal and local stakeholders to ensure it remains up to date and fair. Whenever we make changes to our Passenger charter or service provision, we aim to publish details at least 30 days before changes take effect.
Etihad Rail is the developer and operator of the UAE National Railway Network, a strategic national project designed to enhance connectivity across the country, bring communities and destinations closer together, and support sustainable mobility and economic growth.
Etihad Rail operates the UAE’s national passenger railway network, which will continue to expand as additional stations and destinations are introduced. This phased rollout allows us to ensure that every part of the journey, from stations to onboard services, meets our standards for safety, reliability, and comfort from day one.
As the Passenger network continues to expand, more stations and destinations will be introduced gradually and announced through our official channels. Once complete, the network will connect 11 cities and regions across the UAE, including Abu Dhabi, Dubai, Sharjah, Fujairah, Al Sila’, Al Dhannah, Al Mirfa, Madinat Zayed, Liwa, Al Faya, and Al Dhaid.
Our ambition is to provide Passengers and daily commuters with a safe, reliable, comfortable, and convenient travel experience, supported by a service that is clear, customer-focused, and easy to use.
📞 Customer Service Team: 800 RAIL (800 7245) ✉ support@etihadrail.ae
This Passenger Charter is effective from 1 June 2026 and applies to all Bookings made on or after this date. When a Booking is made, the version of the Passenger Charter published on our digital platforms at that time will apply to that journey.
We may update this Passenger Charter from time to time to reflect changes to our services, policies, or operational requirements. Any updates will be published on our digital platforms and will apply from the date stated in the updated version.
To make sure you have the latest information, we recommend reviewing the Passenger Charter before booking your journey.
When you purchase a single Etihad Rail ticket covering multiple stops or emirates, we are responsible for getting you to the destination station booked on your ticket.
If you miss a rail-to-rail connection due to a delay on our part, we will rebook you for the next available service at no additional cost.
Please note: This guarantee does not apply to connections with other transport services such as the Dubai Metro, Etihad Rail Shuttle Buses in Abu Dhabi, taxis, car parking whether or not at Etihad Rail stations, or other operators. We recommend allowing extra time when transferring to other transport services.
We offer two classes of travel across all Etihad Rail services.
| Feature | Premium Class | Comfort Class |
|---|---|---|
| Seat Pitch | 39" – 40" | 37" – 38" |
| Seat Features | Wider seating, additional legroom, reclining, padded headrest | Comfortable seating |
| Power | Universal socket + USB charging point | Universal socket + USB charging point |
| Wi-Fi | Complimentary | Complimentary |
| Onboard food and beverages | Complimentary beverages, with additional selection available for purchase | Trolley service available for purchase |
To give Passengers more flexibility and choice, we offer three types of fare across both Comfort and Premium Class. Each fare provides different conditions for changes, refunds, and other travel options, so you can choose the level of flexibility that best suits your journey. For the purposes of this section, “scheduled departure time” means the date and time your Train is due to depart from the origin station, as shown on your ticket or Booking reference.
| Feature | Saver | Value | Flex |
|---|---|---|---|
| Best For | Fixed travel plans | Some flexibility | Maximum flexibility |
| Changes | Not permitted | Unlimited free changes are permitted up to 72 hours before the Train’s scheduled departure time. After that, each change will incur an AED 20 fee, in addition to any applicable fare difference. | Unlimited free changes are permitted (prior to scheduled departure time and up to 30 minutes thereafter) |
| Refunds | Not permitted | Not permitted | Full refund available if cancelled 24 hours or more prior to departure; 30% cancellation fee applies on the day of travel |
| Seat selection | Fee applies (automatic allocation 24 hours prior to scheduled departure time) | Complimentary | Complimentary |
| Transfer ticket to other Passengers | Not permitted | Not permitted | Permitted prior to boarding time |
Flex fare and corporate tickets can be transferred to another Passenger prior to boarding. Transfers must be completed via the Contact Centre before passing through the boarding gate.
Saver and Value tickets are not transferable.
All Passengers must travel with a ticket issued by their own name and carry valid proof of identity that matches the ticket, as this may be checked during the journey.
Your Etihad Rail ticket can be accessed in the following ways:
Digital ticket via the Etihad Rail app (recommended)
Mobile browser or email confirmation
Printed ticket from any Ticket Vending Machine (TVM) at our stations
All tickets, whether digital or printed, must be presented at boarding gates and shown to Train Masters (senior onboard crew members) upon request throughout your journey.
| Type | Age range | Policy |
|---|---|---|
| Adult | 18 – 59 | Standard fare applies. Applicable to Passengers who do not qualify for a discounted fare. |
| Child | 0 - 17 | A fifty percent (50%) discount applies to all fares. Valid proof of age may be requested. Children under fourteen (14) years of age must travel accompanied by an adult. |
| Infant | 0 – 2 | Infants travel free of charge when seated on the lap of an accompanying adult and do not require a separate seat. Infants do not have a separate luggage allowance. If you would like your infant to have a separate seat, or if more than one infant is travelling with the same adult, a child ticket must be purchased. |
| Senior (UAE & expats) | 60+ | A twenty percent (20%) discount applies to all fares. Valid proof of age may be requested. |
| Wheelchair users | No age criteria | Wheelchair seating spaces are provided |
All Etihad Rail train services require a valid reservation. Please make sure you purchase your ticket before boarding, as Passengers cannot travel without a valid ticket. Tickets can be purchased through:
Our Etihad Rail app (iOS and Android), offering the quickest booking process, the best fares, and the widest fare selection
Our website at etihadrail.ae
Our Ticket Vending Machines (TVMs) at all stations, offering— walk-up fares
Our Contact Centre, available 24/7 on 800 RAIL (800 7245), or via chat support
Booking through the app or website is quicker and offers a wider range of fares than TVMs, including allowing you to select your seat in advance. Train Masters can also assist with future ticket purchases on board.
Tickets can be purchased up to 5 minutes before scheduled departure time of any service. After this, sales close for that service.
Tickets are issued in English. All prices are shown in UAE Dirhams (AED), unless another currency is made available on our Digital Platforms. If you choose to pay in another currency, your bank or payment provider may apply exchange rates, fees, or charges. Etihad Rail is not responsible for any exchange rate differences, fees, or losses applied by your bank or payment provider.
| Channel | Accepted payment methods |
|---|---|
| Digital platforms (website / mobile app) | Credit card, debit card, Apple Pay, Google Pay, and other compatible digital wallet services. |
| Ticket Vending Machines (TVMs) | Credit card, debit card, or cash (AED banknotes). If exact change is unavailable, the remaining balance will be issued as an e-voucher. Please note that Saver fares are not available through TVMs. |
| Onboard (via Etihad Rail Personnel) | Card and digital wallet payments only. Cash is not accepted on board. Please note that only Flex tickets, our most flexible walk-up fare, are available for onboard purchase for immediate travel. |
If you are no longer able to travel, you can cancel your ticket through:
The Etihad Rail app or website via ‘My bookings’
A Ticket Vending Machine at any station
The Contact Centre on 800 RAIL (800 7245), available 24/7
No-show: If you do not travel and do not cancel your ticket before departure, this will be treated as a no-show. Your ticket will no longer be valid, and no refund will be available.
| Fare type | Cancellation policy |
|---|---|
| Saver | Non-refundable. |
| Value | Non-refundable. |
| Flex | A full refund is available for cancellations made more than 24 hours before departure. Cancellations made within 24 hours are subject to a 30% cancellation fee. No refund is available for no-shows. |
Changes can be made through the app, website, Ticket Vending Machines (TVMs) or the Contact Centre. Changes to the travel route, including origin or destination stations, are not permitted on any fare type.
If you would like to change your ticket, changes must be made in line with the conditions of your ticket type as set out in this Passenger Charter. Changes are subject to the applicable time limits, fare differences, fees, availability and approval.
If the new fare is higher than the fare you originally paid, you will need to pay the difference, plus any applicable fees. If the new fare is lower, the difference will not be refunded.
Once your change is confirmed, a new ticket will be issued, and your original ticket will no longer be valid. Please check your new ticket carefully and contact us as soon as possible if any details are incorrect.
| Fare type | Amendment policy |
|---|---|
| Saver | No changes permitted. |
| Value | Unlimited free date and time changes are permitted up to 72 hours before scheduled departure time, subject to any fare difference. Further changes incur an AED 20 fee, plus any fare difference. |
| Flex | Unlimited date and time changes are permitted before scheduled departure time and up to 30 minutes after, subject to any applicable fare difference. Route changes are not permitted for any fare type. |
If you hold a return ticket, each leg of your journey is treated separately:
Each leg can be changed or cancelled according to its fare type.
Saver, Value, and Flex fare rules apply independently to each leg.
Any applicable fees or charges apply separately to each amended or cancelled leg.
Cancelling or missing one leg does not automatically affect the other.
If your outbound journey is significantly delayed or cancelled by Etihad Rail, you may request a free rebooking of your connecting or return leg.
Etihad Rail is committed to ensuring every Passenger can travel with ease and dignity, including People of Determination (PoD) and those who may need extra support.
Our stations include accessible features such as step-free access, accessible toilets, tactile paving, and clear signage in Arabic and English. Our trains include designated wheelchair spaces and priority seating, subject to availability and the conditions set out in this Passenger Charter.
Passengers who require mobility support should travel with any required mobility aid, such as their own wheelchair, and with a companion where needed. A companion must hold a valid ticket at the applicable fare. Trained and certified Assistance Dogs are permitted and must be booked in advance via the Contact Centre.
For safety and operational reasons, only electric wheelchairs with integrated, manufacturer-installed batteries are permitted on board. Wheelchairs fitted with modified or customised batteries are not permitted on board.
If passengers have specific accessibility-related questions before travelling, they should contact the Contact Centre for guidance on the facilities available at stations and on board.
Our stations are designed to be welcoming, modern, and easy to navigate. We regularly inspect our facilities and work hard to keep stations clean and well maintained throughout the day.
| Facility | Details |
|---|---|
| Etihad Rail Personnel | Etihad Rail Personnel are available at all times and speak multiple languages. They can assist with directions, ticketing, accessibility needs, and general travel enquiries. |
| Ticket Vending Machines | Ticket vending machines are available at all stations and accept both card and cash payments. Tickets cannot be purchased less than 5 minutes before scheduled departure time. |
| Boarding gates | Automated boarding gates are available at all stations. Scan your ticket or digital pass to access the platform. Gates close 2 minutes before scheduled departure time. |
| Waiting areas | Clean and well-maintained seating areas are available at all stations for Passenger comfort. |
| Accessible toilets & prayer rooms | These facilities are available at all stations for Passenger use. |
| Family-friendly areas | Family-friendly areas are available at stations for Passengers travelling with children. |
| Food & beverage outlets | Retail and refreshment outlets are available at major stations. |
| Information screens | Real-time digital information displays are provided in Arabic and English, showing departure times, arrival times, and platform information. |
| Smoking policy | Smoking, including the use of electronic smoking devices, is strictly prohibited in all station areas and on board all trains, including during intermediate stops. Failure to comply may result in a fine and/or removal from the premises. |
| Passenger conduct | All Passengers must comply with the Passenger Code of Conduct (see Annex 1). |
We work closely with local transport authorities to help make journeys to and from our stations as smoothly and conveniently as possible.
| Third-party provider options | Details |
|---|---|
| Pick-up & drop-off zones | Clearly marked pick-up and drop-off zones are available at all stations, conveniently located near station entrances. |
| Car parking | Car parking is available at selected Etihad Rail stations. Your vehicle will be detected automatically when you enter and exit the car park, and the applicable parking fee will be calculated based on the station, entry time and duration of stay. Payment is managed through Q Mobility’s MAWAQiF system. No parking ticket or advance booking is required. |
| Taxi & ride-hailing | Dedicated taxi and ride-hailing zones are available at all stations and are clearly signposted. |
| Etihad Rail shuttle bus service | Shuttle bus services operate to and from some of our stations to selected destinations, aligned with train scheduled arrival and departure times. Shuttle services must be booked in advance through the app or website and cannot be booked at the station. |
| Metro / bus connections | Selected stations offer direct connections to metro and bus services. Air-conditioned walkways are available at certain locations to support convenient transfers. |
| Car Rental | Car rental is available at all Etihad Rail stations through our trusted partners. You can book a rental car in advance through the Etihad Rail app or website, or at the car rental kiosk at the station for last-minute bookings. |
Plan your Etihad Rail journey with ease:
Journey Planner: Available on the app and website. Enter your origin and destination to view the best route, including connections to metro, shuttle buses, taxis, and ride-hailing services.
Real-time train information: Live updates are available through the app, website, and station screens.
Journey alerts: Receive service updates directly to your phone. Announcements are also made on board and at stations.
24-hour support: Our Contact Centre is available 24/7 to assist with journey planning.
All our stations are equipped with ramps, elevators, dedicated seating, and clear signage to ensure comfortable travel for all Passengers.
We aim to make every journey comfortable and enjoyable. Whether you want to work or relax, our services are designed with Passenger comfort in mind.
| Feature | Details |
|---|---|
| Environment | Passengers’ conduct onboard is governed by the Passenger Code of Conduct (see Annex 1). |
| Seat reservation | Seats are automatically assigned 24 hours before scheduled departure time. Value and Flex ticket holders may select seats free of charge, while Saver ticket holders may change seats for a small fee. |
| Food & drink | An onboard trolley service offers snacks and non-alcoholic beverages. Pre-ordering may be available through the app. Alcohol is not served on board. |
| Wi-Fi | Complimentary Wi-Fi is available on all train services. |
| Power | Universal power sockets and USB charging points are available at every seat. |
| Information screens | Real-time bilingual information screens in Arabic and English display route information, upcoming stops, and estimated arrival times. |
| Train Master | A dedicated Train Master is present on every service to assist Passengers, process onboard ticket purchases, and respond to enquiries. |
| Pets | Domestic pets, including dogs and falcons, are permitted on board when transported in an approved carrier with maximum dimensions of 55cm × 40cm × 23cm. The pet carrier replaces the standard carry-on luggage allowance. Passengers may not travel with both a pet carrier and a separate carry-on bag. Pets must always remain inside the carrier and under the Passenger’s control. One pet carrier per Passenger is permitted. Trained and certified Assistance Dogs are permitted and must be booked in advance via the Contact Centre. |
Each Passenger may bring up to 2 items of luggage on board free of charge, regardless of ticket type. Requests for additional baggage must be made in advance.
All luggage must be clearly labelled with the Passenger’s name and contact details. Passengers must be able to carry, lift, and store their own luggage without assistance. For everyone’s safety, luggage must not block aisles, doors, or emergency exits.
| Item | Allowance / specification |
|---|---|
| Personal item (e.g. handbag, laptop bag) | Must fit comfortably under your seat. |
| Carry-on bag | Maximum dimensions: 55cm (H) × 40cm (W) × 23cm (D). Items must be stored in the overhead luggage racks. |
| Total allowance | Adults and children aged 3 and above may each bring up to two items of luggage on board free of charge. Infants do not have a separate luggage allowance. |
| Additional baggage | Additional baggage must be requested through the app, website, Contact Centre, or at a station. |
| Infant (0–2) | Infants do not have a separate luggage allowance and must share the accompanying adult’s allowance. |
| Pushchairs / strollers | Strollers must be folded before travel. One stroller per child is accepted free of charge. Protective wrapping is recommended. |
| Wheelchairs & mobility aids | Only electric wheelchairs with integrated manufacturer-installed batteries are permitted. Wheelchair spaces must be reserved at the time of booking. |
| Cycles / E-Scooters / E-Bikes | Not permitted on Etihad Rail services. |
| Pets | Pets are permitted in an approved carrier with maximum dimensions of 55cm × 40cm × 23cm. The carrier replaces the Passenger’s carry-on luggage allowance. One carrier per Passenger is permitted. |
Passengers are responsible for looking after their luggage and personal belongings throughout the journey. Please keep your personal belongings with you and make sure your luggage is stored safely. Etihad Rail is not responsible for luggage or personal belongings that are lost, damaged, or stolen. If your luggage causes loss, damage, or injury to another person or property, you may be responsible for any resulting claims. Etihad Rail is not responsible for any loss or damage that results from not following the rules or formalities required by Applicable National Laws or by any Relevant Authority.
Lost Property
If you lose an item or find lost property on Etihad Rail premises, please report it as soon as possible to a member of Etihad Rail Personnel or through the available reporting channels. For safety and security reasons, any unidentified, unclaimed, or suspicious property may be handed to the relevant authorities or disposed, if required. Etihad Rail is not responsible for the condition, value, or disposal of lost property.
For the safety and comfort of all Passengers, the following items are not permitted on Etihad Rail services:
| Code | Prohibited items |
|---|---|
| P1 | Explosive materials, including fireworks, ammunition, and any other explosive substances. |
| P2 | Flammable and hazardous substances, including but not limited to gasoline, paint thinners, compressed gases (including pressurised gas cylinders and aerosol canisters), and other highly flammable or toxic materials |
| P3 | Weapons: firearms, knives, and other weapons are prohibited unless carried by authorised personnel (e.g., law enforcement). This includes any weapon made, adapted, or intended for use as an offensive weapon |
| P4 | Illegal drugs: carrying any form of illegal drugs is not permitted under any circumstance |
| P5 | Chemical and biological hazards: any materials that could pose a health risk to Passengers or to Etihad Rail's personnel |
| P6 | Large and disruptive items of all kinds: oversized or bulky luggage or items that cannot reasonably fit the luggage area or that obstruct aisles or exits, including large luggage, boxes, musical instruments, and sports equipment (including surfboards, paddles, skis, snowboards, golf clubs, and other bulky sports equipment or bags) |
| P7 | Animals: Any animals other than domestic pets permitted in accordance with this Passenger Charter and the Contract of Carriage are prohibited. |
| P8 | Unsecured items: anything that cannot be safely stored or secured within the train's designated storage areas, including plants |
| P9 | Trade items: items whose quantity and/or packaging demonstrate that such items should have been transported by a specialised professional |
| P10 | Customs banned items: items prohibited by customs authorities from entering the jurisdiction |
| P11 | Alcoholic beverages and smoking devices: carrying any type of alcoholic beverage is strictly prohibited, regardless of whether it is sealed or legally purchased; electronic shisha, vaping devices, e-cigarettes, and any other electronic smoking apparatus are also prohibited |
| P12 | Offensive items: items that could cause offence or discomfort to other Passengers, such as those emitting strong odours, as well as any other item that may cause danger, disruption, or unreasonable distress to other Passengers |
| P13 | Bicycles, scooters (including e-scooters), and personal means of transport: these items are prohibited regardless of whether they can be folded or disassembled |
The following items are restricted on Etihad Rail services:
| Code | Restricted items | Conditions for Carriage |
|---|---|---|
| R1 | Luggage | Allowed up to the Passenger's Luggage Allowance under the Contract of Carriage |
| R2 | Wheelchairs | Allowed if the Passenger has booked wheelchair seating in accordance with the Contract of Carriage |
| R3 | Strollers (or baby carriages) | Allowed if the Passenger is travelling with a child using the stroller and the stroller is easily foldable or can be disassembled |
| R4 | Medical equipment (such as oxygen tanks or other mobility aids) | Allowed if the Passenger has booked wheelchair seating in accordance with the Contract of Carriage, provided the equipment fits within the allocated wheelchair seating area |
Etihad Rail conducts random security checks at stations to ensure the safety and security of all Passengers. Any item considered to present a safety, or security risk may be refused for travel and, where necessary, reported to the Relevant Authorities.
You must hold a valid ticket before boarding our trains or the Etihad Rail shuttle bus. A ticket is considered valid when it displays the correct date, time, and Passenger name, and has not already been used. Automated boarding gates are in operation at major stations, and Passengers cannot board without a valid ticket.
Passengers travelling without a valid ticket will be required to purchase a Flex fare at the standard onboard rate.
Repeated ticketless travel may result in refusal of access to Etihad Rail services.
If you wish to extend your journey to a different destination before you reach your originally intended destination, you may purchase a Flex fare on board from the Train Master, or an appropriate fare via the Etihad Rail App.
When disruption occurs, our priority is to keep you informed, support your journey, and provide fair solutions.
We will notify you immediately via email, SMS, and WhatsApp, station screens, onboard screens, and station announcements.
If your train is delayed by 30 minutes or more before the scheduled departure time, you may choose not to travel and request rebooking onto an alternative service.
If your train is cancelled, you will be offered rebooking or an alternative transport option.
If disruption occurs after boarding, we will ensure you reach your final rail destination without additional cost.
We will always do our best to help you continue your journey or provide an alternative solution as set out in this Passenger Charter.
If You Choose to End Your Journey Early
If you choose to end your journey early for any reason that is not directly caused by Etihad Rail, this will be treated as your own travel decision. In this case, no refund or compensation will be available for the unused part of your journey.
If You Miss a Connection
If you miss your train at an intermediate station for any reason that is not directly caused by Etihad Rail, no refund or compensation will be available.
Cancellations by Etihad Rail are rare and occur only in unforeseen circumstances. We will contact you within one hour of cancellation to discuss the available options.
| In the event Etihad Rail cancels your trip | Your rights |
|---|---|
| More than (2) days before scheduled departure time | You will be notified by email with details of the next available service. You may choose to be rebooked at no additional charge. |
| The day before scheduled departure time, before 3:00 PM | You will be notified by email with details of the next available service. You may choose to be rebooked at no additional charge. |
| The day before scheduled departure time, after 3:00 PM for journeys to or from stations other than Abu Dhabi, Sharjah, or Dubai | You will be notified by email with details of the next available service. You may choose to be rebooked at no additional charge or select an alternative transport option. |
| The day before scheduled departure time, after 3:00 PM for journeys exclusively between Abu Dhabi, Sharjah, and Dubai | You will be notified by email with details of the next available service. You may choose to be rebooked at no additional charge. |
| On day of travel, before scheduled departure time | You will be notified by email with details of the next available service. You may choose to be rebooked at no additional charge or select an alternative transport option if available. |
| In the event Etihad Rail cancels your trip after scheduled departure time | You will be contacted to discuss onward travel arrangements to help you reach your final rail destination. This may include alternative transport where rail services are unavailable. |
Passengers may claim a refund for a cancelled ticket only where the applicable fare rules permit refunds. To submit a refund claim:
Through the mobile app— via ‘My bookings’ and selecting ‘Create service request’.
Through the website at etihadrail.ae via— ‘My bookings’ and selecting ‘Create' service request’.
Through the Contact Centre at 800 RAIL (800 7245), available 24/7.
Boarding gates open before the scheduled departure time. Once past the boarding gates, Passengers can access the platform and board the train at any time before their scheduled departure.
We recommend that passengers arrive at the station at least 20 minutes before the scheduled train departure time to avoid missing their journey. Boarding gates close 2 minutes before scheduled departure time. Platform access is not permitted after this point.
Travelling by train is a safe way to travel, and safety is central to how we operate. We work continuously to maintain high safety standards and to protect our Passengers, employees, and communities around our railway network.
If you are injured or need medical assistance during your journey, please notify a member of Etihad Rail Personnel as soon as possible. In an emergency, we will take the necessary steps to help you receive appropriate support.
If an injury occurs due to negligence by Etihad Rail or its employees and you require medical assistance, you may claim compensation in accordance with Applicable National Laws.
Etihad Rail will not be responsible for compensation where an accident or injury occurs due to an external cause pursuant to Applicable National Laws. Such external cause includes Force Majeure Event or a Passenger’s own actions (or omissions, for example, failure to follow our safety instructions).
We record and review all the details of accidents to understand what happened and to support continuous improvement.
Making a Claim
It is recommended to make a claim as soon as possible. Claims must be submitted within the time limits set by Applicable National Laws. Etihad Rail Personnel will guide you on the information required and the next steps.
We work with trusted partners to help make it easier for you to continue your journey beyond our stations.
You can add an RTA nol One-Day Pass ticket to your Etihad Rail booking, giving you unlimited travel on eligible Dubai Metro, Tram and Bus services. or the day on which the pass is activated.
Your Etihad Rail ticket and nol One-Day Pass can be accessed using the same QR code.
The pass can be activated on any day within 90 days of purchase and does not need to be used on the same day as your Etihad Rail journey. Once activated, it is valid for that day only.
If you change your Etihad Rail ticket
Changing the date or time of your Etihad Rail ticket does not affect your nol One-Day Pass. The pass will remain linked to your booking and accessible through the same QR code.
If you cancel your Etihad Rail ticket
Your nol One-Day Pass will remain valid and will not be cancelled automatically. Any cancellation or refund of the pass will be subject to the applicable conditions of your Etihad Rail fare type.
If your Etihad Rail service is delayed or cancelled
A delay or cancellation of your Etihad Rail service does not affect the validity of your nol One-Day Pass.
The nol one-day pass ticket is issued by the Roads and Transport Authority (RTA) and is governed by RTA's terms and conditions. Etihad Rail is responsible only for issuing your single QR code through the Etihad Rail app, website and booking confirmation email. For enquiries relating to Dubai Metro, Tram or Bus services, please contact RTA directly.
You can book a rental car in advance through the Etihad Rail app or website. Last-minute bookings can also be made at the car rental kiosk at participating stations.
You can collect your vehicle at your arrival station and return it to the same station or to a participating Thrifty branch, subject to your booking terms. No security deposit is required for eligible bookings.
A valid driving licence and identification are required to rent a vehicle.
Car rental services are provided by Thrifty and are subject to Thrifty’s terms and conditions. For enquiries relating to your rental booking, vehicle or charges, please contact Thrifty directly:
Abu Dhabi and Western Region: 800 701
Dubai and Northern Emirates: 800 4770
Car parking is available at all Etihad Rail stations. Parking fees vary by station, entry time and parking duration.
How car parking works
Your vehicle is detected automatically when you enter and exit the car park, and the applicable parking fee is calculated based on the station, entry time and duration of stay.
Parking is managed by Q Mobility through MAWAQiF, in partnership with Parkin in Dubai. No parking ticket or advance booking is required.
Please allow enough time to park and make your way to the station before your train departs.
Parking services are subject to the applicable parking provider’s terms and conditions. For enquiries relating to parking fees or fines, please contact Q Mobility directly on 800 3009.
Limits on Our Liability
To the extent permitted by Applicable National Laws, Etihad Rail (including its affiliates, officers, employees, agents, and contractors) is not responsible for losses that are indirect or not a direct result of the issue, including loss of profit or emotional distress.
Except for claims which cannot be excluded or limited under Applicable National Laws, any remedy provided under this Passenger Charter will be the applicable remedy for the affected journey. If you accept a remedy, you release us from any further claims. Except for claims for death or physical injury, our maximum total liability will not exceed the ticket fare for the journey affected, unless a higher amount is required by Applicable National Laws or expressly provided in this Passenger Charter.
Services Not Covered by this Passenger Charter
The Passenger Charter applies to your Etihad Rail journey. It does not apply to separate services that may be subject to their own terms and conditions, including:
parking for vehicles including bicycles, scooters, e-scooters, motorcycles, and similar vehicles;
Wi-Fi, internet, or other connectivity services provided by us or a third party;
bus, shuttle, minibus, coach, or similar transport services to, from, or around any station whether provided by us or a third party; and
any other service not shown on your ticket (including Ancillary Services) which shall always remain governed by their own terms and conditions.
Etihad Rail is not responsible for any loss, damage, harm, delay or inconvenience resulting from any third-party or other services, or services governed by separate terms and conditions. Passengers are encouraged to review the applicable terms and conditions of any third-party services they use.
Governing Law
This Passenger Charter is governed by the laws of the United Arab Emirates laws as applied in the Emirate of Abu Dhabi.
Our Rights Are Preserved
If Etihad Rail does not exercise a right under this Passenger Charter, this does not mean that the right has been waived. Our rights remain available to us and may be exercised where applicable. No failure to exercise any right operates as a waiver. Our rights are cumulative.
Your Responsibility to Us
You are responsible for complying with this Passenger Charter, the Passenger Code of Conduct, and any applicable rules or instructions. You may be responsible for claims, losses, damage, or costs caused to Etihad Rail (and its affiliates, officers, employees, agents, and contractors) by:
breach(es) of this Passenger Charter or any applicable rules;
negligence, misconduct, fraud, or any unlawful behaviour;
damage to Etihad Rail property caused by you or your Luggage; or
claims made against us by others because of something you did.
These responsibilities continue after this Passenger Charter ends.
Our Intellectual Property
All intellectual property rights on our platforms, trains, stations, and materials belong exclusively to us. You may not use any of Etihad Rail intellectual property without its consent. If you do so without permission, we may take legal action and claim damages.
How We Use Your Data
Please refer to our Privacy Policy for information on how we collect, use, store, and protect your personal data.
We are here to help, 7 days a week:
| Channel | Details |
|---|---|
| App | In-app chat or service requests via ‘My bookings’. |
| Website | Through etihadrail.ae, with live chat available. |
| Phone | Contact Centre available 24/7 on 800 RAIL (800 7245). |
| Social Media | @EtihadRail |
| Complaints | Submit via etihadrail.ae. We aim to acknowledge complaints within 5 working days and resolve them within 15 working days. |
*Please note: For regulatory and record-keeping purposes, enquiries and complaints should be submitted through the official channels listed above. This helps us manage, track, and respond to requests properly. We may not be able to process or respond to requests received through other channels, including social media direct messages or unofficial email addresses. Thank you for your understanding.
ETIHAD RAIL
PASSENGER CODE OF CONDUCT
(Annex 1 to Passenger Charter)
On the National Railway Network
This Code applies when you are entering, within, or travelling through any Compulsory Ticket Area, or when you are on board one of our trains. These rules are designed to help ensure a safe, comfortable, and respectful journey for all Passengers. Please take a moment to read them before you travel.
1.1.1 Etihad Rail Personnel or an Authorised Person may ask Passengers to queue to help maintain order, safety and smooth movement through our stations and trains.
1.1.2 If a notice or sign, or an Authorised Person asks Passengers to queue, they must join the back of the queue and follow any reasonable instructions given. Queue-jumping or attempting to bypass queues is not permitted.
Passengers must dress modestly and appropriately at all times. Clothing that is transparent, indecently exposing, or displays offensive images, slogans, or language is not permitted, as determined by Etihad Rail in line with applicable local cultural norms and standards.
1.3.1 Passengers must not bring any item that, in the view of an Authorised Person, may pose a threat, cause annoyance, or soil, damage, or endanger any person, property, or the national railway.
1.3.2 If an Authorised Person asks Passengers to remove an item that does not comply with paragraph 1.3.1, they must do so immediately. If the Passenger fails to remove the item, it may be removed by, or under the direction of, an Authorised Person, and the Passenger will be responsible for any related costs.
Passengers must not smoke any pipe, cigar, cigarette, or other tobacco product, or use any electronic cigarette, vaporiser, or similar device, or carry any lit match, lighter, or other lighted item, within any Compulsory Ticket Area, except in areas designated as permitted smoking areas.
1.5.1 Passengers must not possess, consume, supply, or deal in any controlled substance, narcotic, or any other substance prohibited under Applicable National Laws.
1.5.2 Passengers must not carry any Prohibited Items.
1.5.3 Passengers must not carry any Restricted Items unless they meet the requirements applicable for Restricted Items carriage under the Passenger Charter.
1.6.1 Passengers must not enter or remain in Etihad Rail stations or onboard the trains if they are intoxicated or are unfit to travel as a result of being in a state of intoxication.
1.6.2 Where reasonable notice has been given that intoxicating liquor is not allowed on a train service, Passengers must not bring any alcoholic beverages on board or attempt to enter with them.
1.6.3 If an Authorised Person reasonably believes that a Passenger is unfit to enter or remain in the station or train, or has intoxicating liquor in breach of paragraph 1.6.2, they may:
(a) ask the Passenger to leave immediately; and
(b) prevent the Passenger from entering or remaining until they are satisfied the Passenger no longer has intoxicating liquor or is no longer in an unfit condition.
If, in the reasonable view of an Authorised Person, a Passenger is in unfit or improper condition, or the Passenger’s clothing may soil or damage any part of Etihad Rail property, or the property or clothing of another person, the Passenger may be asked to leave.
1.8.1 Passengers must not use abusive, threatening, obscene, or offensive language, or behave in an antisocial, threatening, harassing, disrespectful, intimidating, or disruptive manner.
1.8.2 Passengers must not:
(a) disrupt train operations including by interfering with train doors or misusing alarm systems;
(b) endanger safety or security including by not following our safety and security instructions;
(c) endanger public health including by travelling while carrying a communicable disease; or
(d) cause nuisance, annoyance, or disturbance to other Passengers, Etihad Rail Personnel, Authorised Person, or any other person.
1.8.3 Passengers must not sell, advertise, or distribute goods or services, or survey, beg, or canvass anyone on board the train or within the Compulsory Ticket Area, without Etihad Rail’s prior written permission.
1.8.4 If Passengers do not comply with this section, commit any criminal offence, or engage in misconduct on board the train or within any station, Etihad Rail may take legal action in accordance with Applicable National Laws, report the Passenger to the relevant authorities, and recover all related costs, expenses, and damages.
1.9.1 Passengers must use mobile phones, tablets, laptops, and other electronic devices considerately. Passengers must use headphones when playing audio and keep the volume at a reasonable level so as not to disturb others.
1.9.2 Etihad Rail Personnel may ask Passengers to stop using their device, use headphones, reduce the volume, or leave the Train at the next station if excessive noise or disturbance is being caused.
1.10.1 Passengers must use common areas, amenities, and facilities respectfully, both at stations and on board the Train.
1.10.2 Passengers must not damage, soil, deface, vandalise, or abuse any of Etihad Rail equipment, furniture, or rolling stock. Passengers will be responsible for any such damage, including the costs of cleaning, repair, replacement, and associated expenses.
1.10.3 Passengers must respect the privacy of others and comply with all applicable privacy laws. Passengers must not photograph, film, or record individuals without their express consent. Passengers are responsible for any breach of this requirement and may be liable for any resulting claims.
1.10.4 Commercial photography, filming, or recording of any kind within our Trains, stations, and related premises is not permitted without our prior written authorisation.
1.10.5 Passengers must not litter, spit, or expectorate on any part of the Train, platform, or station premises.
1.11.1 Passengers may consume food and beverages only in designated areas of the Train or station, as shown by signage or as directed by Etihad Rail Personnel.
1.11.2 Passengers must dispose of all waste, including food wrappers, beverage containers, and other rubbish, in the bins provided, and must not leave any litter on the Train or within station premises.
1.11.3 Passengers must not bring on board any food or beverages that emit strong or offensive odours or that are likely to spill, stain, or cause damage to the Train or other Passengers’ belongings.
2.1.1 Passengers must use escalators, travelators, lifts, and similar equipment (VHTS) only by standing or walking on them in the direction intended for travel.
2.1.2 Where a manned or automatic ticket barrier controls entry or exit, Passengers must pass through it in the prescribed manner. Passengers must not enter or leave without doing so unless they have express permission from Etihad Rail Personnel or an Authorised Person.
2.1.3 Passengers must not open any barrier or gate unless a notice indicates they may use it or have express permission from Etihad Rail Personnel or an Authorised Person.
2.1.4 Where a notice indicates an entrance or exit is for one purpose only, Passengers must use it accordingly. Passengers must not enter by a designated exit or leave by a designated entrance. Passengers must not use emergency exits except in an emergency or when directed by Etihad Rail Personnel or an Authorised Person.
2.1.5 Passengers must not move, operate, stop, or otherwise interfere with any VHTS except:
(a) in circumstances of emergency by means of equipment upon or proximate to which a notice is displayed indicating that such equipment is intended for use in an emergency; or
(b) in the case of a lift, by means of any controls designated for use by that Passenger.
2.2.1 Passengers must wait for all Passengers to exit before boarding through any Train door.
2.2.2 Passengers must only enter, occupy, or remain in parts of the Train that are designated for Passenger use.
2.2.3 Passengers must not open a Train door, or enter or leave any Train, while it is in motion or between stations.
2.2.4 Passengers must not lean out of or allow any part of their body or belongings to stick out from any window, door, or opening of a Train, whether it is stationary or moving.
2.2.5 Passengers must not board or alight from a Train while it is in motion or positioned between stations, except in an emergency.
2.2.6 For automatic closing doors, Passengers must not enter or leave while the door is closing.
2.2.7 Passengers must not hold open automatic closing doors or prevent them from closing. If they do, they may be responsible for any resulting delays or damage.
2.3.1 Passengers must not move, operate, obstruct, stop, or interfere with any automatic closing door, Train, or other equipment except:
(a) in an emergency, by means of any equipment on or near which there is a notice indicating that it is intended to be used in an emergency; or
(b) any equipment intended for the use of Passengers in that way in normal operating circumstances.
2.3.2 Passengers must not place, throw, drop, or trail anything that could injure, damage, or endanger any person or property.
2.3.3 Passengers must take care when boarding and alighting, and must not place any limbs, belongings, or objects in the gap between the platform and the Train.
2.3.4 Passengers must not activate any emergency or communications system without reasonable cause.
2.3.5 Passengers must not use any fire extinguisher or other emergency equipment unless there is an actual emergency. Misuse will make the Passenger responsible for all costs of refilling, replacement, and associated expenses.
2.4.1 Etihad Rail may display notices with safety instructions. Passengers must follow these instructions.
2.4.2 In an emergency, or when safety requires, Etihad Rail Personnel or an Authorised Person may give Passengers instructions. Passengers must follow these instructions.
2.4.3 Passengers acting in accordance with notices or instructions given under paragraphs 2.4.1 or 2.4.2 will not be in breach of this Code.
2.5.1 If the Passenger is not the person who purchased the ticket, the Passenger is responsible for obtaining all journey details from the Purchaser, including ticket(s), Itinerary, Booking details, and any applicable terms and conditions.
2.5.2 Passengers must arrive at the Origin Station with enough time before scheduled departure time. Etihad Rail cannot guarantee that the passenger will be able to board if they arrive after the cut-off time specified in the Passenger Charter and is not required to delay the Train.
2.5.3 Once Passengers reach the Origin Station, they should check departure boards and listen for announcements about their actual departure time, platform number, and expected arrival time, and make their way to the correct platform in good time.
2.5.4 Passengers must take care when boarding and alighting, including watching out for uneven surfaces and platform gaps, and following all safety and security notices, announcements, and instructions.
2.5.5 Etihad Rail is not responsible if Passengers go to the wrong station, leave the Train at the wrong station, or board the wrong Train.
2.5.6 Passengers must familiarise themselves with the location of emergency exits, safety equipment, and assembly points on the Train and at stations, as shown on signage, stickers, or other notices.
2.6.1 Passengers must travel on the coach and seat shown on the ticket or otherwise assigned by Etihad Rail.
2.6.2 If Etihad Rail personnel or an Authorised Person asks a Passenger to move to another seat or area for operational, safety, or security reasons, the Passenger must do so promptly.
2.6.3 Passengers must sit correctly during the journey and make sure they are not positioned in a way that may cause injury, inconvenience, or discomfort to others, or obstruct emergency exits, doors, aisles, or walkways.
3.1.1 Passengers must not enter or remain in any area where a notice:
(a) prohibiting access; or
(b) indicating that it is reserved or provided for a specified category of person only, unless the Passenger belongs to that specified category.
3.1.2 If Etihad Rail Personnel or an Authorised Person asks a Passenger not to loiter, the Passenger must move on.
3.1.3 Passengers must not trespass on any national railway track, line, or infrastructure. Access to tracks is strictly prohibited.
3.2.1 From time to time, access to Train platforms may be reserved for Passengers holding a Valid Ticket for a departing or arriving Train only. If so, Passengers may not go beyond the ticket barriers or onto any platform unless they hold a Valid Ticket or have our express prior authorisation.
3.2.2 Subject to section 4.1, Passengers are fully responsible for any actions or breaches committed by anyone accompanying them who does not hold a ticket.
For safety and security, once Passengers arrive at the Destination Station, they must leave the platform within a reasonable time after disembarking (no more than 15 minutes), unless Etihad Rail Personnel or an Authorised Person directs otherwise. Passengers must proceed directly to the exit and must not loiter without good reason.
Passengers are responsible for making sure they are fit to travel and have all necessary travel documents, identification, visas, and permits required under Applicable National Laws, for themselves and for any minor or person in their care. Etihad Rail is not responsible for any consequences if the Passenger fails to do so. Etihad Rail is also not liable for any decision taken by a Relevant Authority concerning a Passenger, including refusal of entry, an order to disembark, or customs-related measures.
4.1.1 Passengers must have a Valid Ticket with them and show it when asked by Etihad Rail Personnel or any Authorised Person.
4.1.2 Passengers must have a valid Identification Document with them and show it when asked, so Etihad Rail can confirm the Passenger’s identity and any fare concession or discount claimed.
4.1.3 Ticket and identification inspection obligations include:
(a) inspection at the Origin Station when heading towards the platform;
(b) inspection during the journey, including when the Train is not moving;
(c) inspection at any Intermediate Station during the journey; and
(d) inspection upon exit from the platform at the Destination Station.
4.1.4 Inspection of a Passenger’s ticket and identification may be conducted at any time on all or some Passengers, at the sole discretion of Etihad Rail. Each Passenger accepts that inspection may occur multiple times and at different locations.
4.1.5 Unless Passengers have a printed ticket, they are responsible for ensuring that their mobile device is charged and able to display their electronic ticket for inspection. If the electronic ticket cannot be displayed, the ticket may be deemed invalid, and the passenger may be required to pay the full applicable fare.
4.1.6 Passengers may travel alone from the age of 14. Passengers under 14 must be accompanied by a responsible adult, who will be responsible for making sure the Passenger complies with this Code.
4.1.7 Any other age limitations, or discounted or reduced fares for certain categories of Passengers, and/or other requirements are those set forth in the Passenger Charter.
Unless Passengers have permission from Etihad Rail Personnel or an Authorised Person, they must not occupy any seat, berth, or part of a Train where a notice indicates it is reserved for a particular ticket holder or class, unless they hold a Valid Ticket entitling them to be there.
4.3.1 Passengers must not alter any ticket with the intention of defrauding or prejudicing against us.
4.3.2 Passengers must not knowingly use any ticket that has been altered in breach of paragraph 4.3.1.
4.4.1 Subject to paragraph 4.4.4, Passengers must not buy or sell any ticket except from Etihad Rail or an authorised ticket outlet.
4.4.2 Subject to paragraph 4.4.4, Passengers must not transfer or receive any unused or partly used ticket intending for it to be used for travel, unless the ticket conditions specifically allow this.
4.4.3 Subject to paragraph 4.4.4, Passengers must not knowingly use any ticket obtained in breach of this paragraph .4.
4.4.4 The sale or transfer by, or the purchase or receipt from, an Etihad Rail Personnel and/or Authorised Person in the course of their duties or from an authorised ticket machine is excepted from the provisions of this paragraph 4.4.
4.5.1 Passengers must not buy a ticket for someone else with the intention of helping them travel without paying the correct applicable fare.
4.5.2 Passengers must not transfer or produce a ticket for someone else with the intention of helping them travel without paying the correct applicable fare.
Any ticket that is invalid, fraudulently obtained, altered, or otherwise in breach of this Code may be confiscated by Etihad Rail Personnel or an Authorised Person. No compensation will be paid for any ticket confiscated in this way. Any further consequences will be handled in line with the Passenger Charter.
By entering or being present within the Compulsory Ticket Area or on board a Train, Passengers consent to any examination, search, or screening of themselves and their belongings (including Hand Luggage and Luggage) that Etihad Rail or any Authorised Person may carry out, in accordance with the Passenger Charter.
If Etihad Rail Personnel or an Authorised Person reasonably suspects a Passenger of breaching or attempting to breach any provision of this Code, the Passenger must, when asked, provide their full name, current residential address, and any other identification particulars lawfully required under the Passenger Charter.
5.3.1 Consequences of Breach. If Passengers breach any provision of this Code, they may be refused travel, have their journey discontinued, be excluded from Etihad Rail services for a period of time (or indefinitely), and/or be reported to the Relevant Authorities, without any entitlement to a refund or compensation or other remedy. This is in addition to any other remedy available to Etihad Rail under the Passenger Charter.
5.3.2 Removal of Passengers:
(a) If Etihad Rail Personnel or an Authorised Person reasonably believes a Passenger is in breach of this Code, they may ask the Passenger to leave the premises or Train immediately.
(b) If a Passenger is reasonably believed to be in breach and does not leave when requested, Etihad Rail Personnel or an Authorised Person may remove the Passenger using reasonable force. This is in addition to any other consequence of breach.
(c) Passengers must follow the instructions of Etihad Rail Personnel or any Authorised Person acting under the powers in this Code or any other law.
(d) Before removing a Passenger, Etihad Rail Personnel or an Authorised Person will state the nature of the breach in general terms.
5.3.3 Notices. Passengers will not be penalised for disobeying a notice unless Etihad Rail can show the notice was displayed.
5.3.4 Attempts. Any Passenger who attempts to breach any of paragraphs 2.1, 2.2, 2.3, 3.1.1, 3.1.3, 4.3.2 or 4.4 of this Code shall be treated as having committed a breach of that provision.
If Passengers do not comply with any required conduct in this Code, they may be refused travel (including being removed from the Train), excluded from Etihad Rail services, fined, and/or face other civil or criminal consequences under the Passenger Charter and Applicable National Laws.
Where any of the offences listed in the table below occurs on Etihad Rail trains, at Etihad Rail stations, or within any premises controlled by Etihad Rail, Etihad Rail Personnel may impose a fine on the Passenger, station visitor, or premises visitor who commits the offence.
Each fine must be paid by, or on behalf of, the person who committed the offence. The imposition or payment of a fine does not prevent Etihad Rail from referring the matter to the competent authorities, including the public prosecution, or from taking any further action available under Applicable National Laws. Such further action may include additional penalties and/or imprisonment, where applicable.
| Type of Offence | Fine Amount (AED) |
|---|---|
| Littering: disposing of rubbish improperly on trains or within related premises | AED 200 |
| Putting feet on train seats | AED 200 |
| Refusing to leave the platform at the Arrival Station: failing to leave the platform when instructed to do so by Etihad Rail Personnel or an Authorised Person. | AED 200 |
| Travelling without a valid ticket: failing to present a valid ticket upon request, including presenting a ticket issued under the name of another person. | AED 200 |
| Fare evasion: deliberately avoiding payment of the correct fare, such as by using a discounted ticket without entitlement. | AED 200 |
| Misuse of tickets: using a discounted or concessionary ticket without meeting the eligibility criteria, such as age or disability status. | AED 200 |
| Occupying reserved seats without authorisation: sitting in seats reserved for specific Passengers without proper authorisation. | AED 200 |
| Smoking in prohibited areas: smoking, inhaling, or vaping in non-designated areas, including trains and stations. | AED 500 |
| Disruptive, unpleasant, abusive, threatening, or intimidating behaviour: engaging in behaviour that disrupts the comfort and safety of other Passengers or staff, such as loud noise, harassment, verbal abuse, threats, soiling the train or station, or spitting. | AED 500 |
| Prohibited or restricted materials: carrying any prohibited or restricted items in breach of the Contract of Carriage. | AED 200 |
| Travelling in the wrong travel class: occupying a higher class of service than permitted by the Passenger’s ticket. | AED 200 |
| Failure to comply with instructions: failing to follow the instructions of the Etihad Rail Personnel or Authorised Persons, especially during emergencies or routine checks. | AED 200 |
| Blocking or interfering with doors: preventing the closure of train access doors before departure, or opening or attempting to open doors while the train is moving or when the train is at the station. | AED 5,000 |
| Tampering with or activating safety equipment: interfering with, damaging, or activating without reasonable cause any safety equipment, such as emergency alarms, emergency brakes, or fire extinguishers. | AED 5,000 |
| Throwing objects: throwing any object in, at, or from a train, railway vehicle, or station platform. | AED 5,000 |
| Causing delay: acting in a manner which causes train services to be delayed. | AED 500 |
| Trespassing on railway land. | AED 5,000 |
| Damaging passenger railway vehicles or station property, including through graffiti or vandalism. | AED 5,000 |
| Intoxication: entering or remaining on trains or stations while intoxicated or unfit to travel. | AED 200 |
| Possessing alcoholic beverages: bringing or drinking any alcoholic beverages on board trains contrary to the prohibition. | AED 200 |
| False activation of emergency equipment: activating any emergency or communications system without reasonable cause. | AED 5,000 |
| Ticket fraud or alteration: altering any ticket with intent to defraud or obtaining a ticket by fraudulent means. | AED 200 |
| Boarding or alighting while train in motion: attempting to board or exit a train while it is moving or positioned between stations. | AED 500 |
| Misuse of emergency exits: using emergency exits outside of an emergency without authorisation. | AED 5,000 |
| Possession or dealing in controlled substances: possessing, consuming, supplying, or dealing in any controlled substance or narcotic. | AED 500 |
| Unauthorised commercial photography or filming: conducting commercial photography, filming, or recording without prior written authorisation from Etihad Rail. | AED 500 |
| Any other offence: not specified above committed inside trains or at stations and related premises. | AED 100 to AED 10,000 depending on the seriousness of the offence, at Etihad Rail sole discretion. |
ETIHAD RAIL
GLOSSARY
(Annex 2 to Passenger Charter)
The capitalised terms used in this Passenger Charter have the following meanings:
"Add-on Services" means additional services we offer on a chargeable basis to enhance your journey experience, as may be listed in this Passenger Charter or made available to you when making your Booking.
"Adult" means a person who has full legal capacity under Applicable National Laws.
"Ancillary Services" means services provided by third parties that we may propose to you. We are not a party to these contracts and disclaim all liability for them. You contract directly with the third-party provider under their terms and conditions.
"Applicable Data Protection Law" means all data protection legislation in force in the relevant jurisdiction, as amended from time to time.
"Applicable National Laws" means all laws, statutes, regulations, and decrees in force and applicable to this Passenger Charter, including Federal Railway Laws and amendments thereto.
"Arrival" means when the Train doors open at the Destination Station platform and you may disembark.
"Authorised Person” means any person (other than us) authorised under Applicable National Laws to enforce any provision of this Passenger Charter against you, including our personnel, security guards, police, military, and Relevant Authority personnel.
"Authorised Vendor" means any person or entity, including travel agencies or tour operators, appointed by us to take Bookings and ticket payments from you.
"Booking" means a booking in our database or Sales Distribution System, made to secure your journey with us, subject to receipt of full payment from the Purchaser.
“Compulsory Ticket Area” means any area designated as such by the Carrier and identified by an appropriate notice to that effect, including without limitation the departure platform, the Train, and the arrival platform, through which a Passenger is required to hold a Valid Ticket from the point of entry to the point of exit.
“Contact Centre” means our customer service Contact Centre, where our team is ready to help you with your journey, contact details of which are published on our Digital Platforms.
"Data Subject" means an identifiable person whose personal data we collect, to ensure you have the best journey experience with us.
“Destination Station” means the final station where your journey ends, as shown on your ticket.
"Digital Platforms" means our Website, Mobile App, and other digital platforms through which you may make Bookings and payments.
"E-Ticket" means an itinerary or document in electronic form that we issue to the Purchaser, confirming your Booking and serving as your pass to travel with us.
"E-Voucher" means an electronic code we provide for discounts or credits redeemable only by you, subject to the terms in this Passenger Charter.
“Etihad Rail Personnel” means all individuals employed by or contracted to us who are present on Trains or within the National Railway Network, identifiable by their uniform and/or name badge.
"National Railway" means the State’s national railway network as defined in accordance with the Federal Railway Laws.
"Federal Railway Laws" means all federal laws regulating railways in the State (including amendments thereto).
"Force Majeure Event" means an event or circumstance (or combination of events or circumstances) that prevents, hinders, or delays us from carrying out our obligations to you, but only where the following apply:
the event is beyond our reasonable control, whether it was foreseeable when you made a Booking was confirmed;
once the event occurred, we could not reasonably have avoided or overcome its effects without unreasonable cost or delay;
the event was not caused by our own serious fault or misconduct; and
the event is the actual reason we cannot perform or can only perform with significant hindrance or delay. Examples of Force Majeure Events include (but are not limited to):
natural disasters such as earthquakes or floods; extreme weather such as sandstorms, dust storms, fog, extreme heat, storms, or lightning;
pandemics, epidemics, or public health emergencies; war, armed conflict, hostilities, military operations, blockades, missile or drone strikes, cross-border incursions, or acts of foreign states;
acts of terrorism or sabotage; civil unrest, riots, or insurrection; national or regional emergencies or heightened security alerts;
government actions, regulatory orders, embargoes, sanctions, or border closures; road closures affecting connecting services or infrastructure closures;
expropriation or nationalisation; failures of railway infrastructure (including track, signalling, power supply, or communications);
power outages or telecommunications failures;
cyberattacks, system outages, or IT failures;
strikes, lockouts, or labour disputes (except where caused solely by our own employees and we are directly at fault); shortages of fuel, materials, or equipment; supply chain disruptions; third-party contractor or supplier failures (except where we are primarily at fault in selecting or overseeing them);
accidents or criminal acts by third parties;
and any similar event beyond our reasonable control.
Force Majeure Events do not include: our own financial difficulties; changes to laws after your Booking (unless compliance would be unlawful or impossible); or non-performance by our own subcontractors unless their failure itself was caused by a Force Majeure Event.
"Identification Documents" means valid, unexpired, official identification documents issued by a recognised authority, matching your details on the ticket.
“Intermediate Station” means a station, as shown on your ticket, where you must disembark and board a connecting Train to continue to the Destination Station.
“Intoxicating Liquor” means any alcoholic beverage or substance containing alcohol.
"Irregularity Report" means a report we prepare regarding your conduct or circumstances as part of our monitoring of the compliance with this Passenger Charter.
"Itinerary" means the electronic document issued after a Booking containing your name, contact details, journey information, and fare breakdown, helping you plan and prepare for your journey with us.
"Luggage" means items you carry in accordance with this Passenger Charter, not exceeding the allowance specified on your ticket.
"Mobile App" means our official mobile application available via the Apple App Store and Google Play Store, through which you may make and manage Bookings, process payments, and access other functionality.
“Origin Station” means the station shown on your ticket from which your journey begins.
"Passenger" means any person (other than on-duty Etihad Rail Personnel and Authorised Persons) who is or will be carried on a Train with a Valid Ticket, and whom we look forward to welcoming on board. Throughout this Passenger Charter, “you” and “your” refer to the Passenger.
"Passenger Charter" means this document, which constitutes the legally binding contract between you and us, setting out service standards, Passenger rights, fares, ticket conditions, luggage allowances, compensation entitlements, and conduct requirements, together with any Annex to it (if any).
"Personal Data" means any information relating to an identified or identifiable natural person, as defined under Applicable Data Protection Law.
"PNR" or "Booking Reference" means a unique reference number identifying your Booking in our database or Sales Distribution System.
"Privacy Policy" means our privacy policy, accessible on our Digital Platforms.
"Prohibited Item" means any item that is strictly prohibited from being carried on Trains, as specified in this Passenger Charter.
"Purchaser" means a person aged 18 or above who initiates payment for any Booking with their own payment method, for themselves and/or others.
"Relevant Authority" means any government, regulatory, judicial, or administrative body having jurisdiction within the United Arab Emirates, including: (a) any authority exercising regulatory, enforcement, or supervisory functions upon the National Railway or railway services, including transport regulators and security personnel; (b) any authority exercising regulatory, enforcement, or supervisory functions under Applicable National Laws, including police, customs, immigration, health authorities, and courts; and (c) the competent Infrastructure Manager (as defined under the Federal Railway Laws) instructions.
"Restricted Item" means items subject to carriage restrictions on Trains, as specified in this Passenger Charter, which may be carried if the applicable conditions are satisfied.
"SDS" means our Sales Distribution System.
"State" means the United Arab Emirates.
"Train" means any rail-bound vehicle we operate on the Passenger National Railway for carrying Passengers, including any carriage, wagon, or locomotive.
"Travel Refusal" means, at any time before or during a journey, us refusing (at our sole discretion) to allow you to board a Train or requiring you to disembark.
"Valid Ticket" means a ticket (including associated Identification Documents and travel documents) lawfully obtained by or on your behalf, entitling you to enjoy our railway service. Where validation is required, the ticket is only valid once properly validated at the Origin Station and/or Intermediate Station.
“VHTS” means the vertical and horizontal transport systems situated within Etihad Rail’s premises, including all escalators, travelators, lifts, and similar mechanical conveyance devices.
"Website" means our official website for Bookings and payments: etihadrail.ae