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Ethiopian Airlines Customer Commitment

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Ethiopian Airlines Customer Commitment

At Ethiopian Airlines, we’re more than just an airline we’re people who care deeply about the journeys you take. Whether you're traveling across the globe or just across the country, we’re committed to offering you a smooth, respectful, and supportive experience from start to finish.

We’ll always do our best to offer you the lowest fare available for your chosen date, route, and class of service when you book through:
● Our website: ethiopianairlines.com
● Our Mobile app
● Our call center
● Any of our ticket offices or sales agents

Ethiopian works hard to get you to your destination on time, as scheduled. There may be times when weather, air traffic control, operational or service considerations lead to flight delays, cancellations or diversions. When this happens Ethiopian will notify you, known delays, cancellations, and diversions within 30 minutes of becoming aware of a change in the status of a flight (cancellation, delay, or diversion).
• Explain the reason for the delay(if known), cancellation or diversion based on the information that we have;
• Update the information displayed at airport gates to show flight status; and
• Make information on known delays, cancellations, and diversions available on Ethiopian website, at the boarding gate for a flight at U.S. airport, by airport display boards, through Ethiopian reservation office, through your mobile phones and/or SMS/e-mail addresses or on www.ethiopianairlines.com  

It is Ethiopian's intention to deliver your checked bags to you on time. However, in the event that this does not occur, Ethiopian will make every reasonable effort to deliver your bags within 24 hours. Notify an Ethiopian employee at the airport if you cannot locate your baggage. In the rare event that delivery of your checked bags does not occur. Passengers who arrive at their destination without their entire checked luggage will be provided with an incidental payment. Ethiopian will make a one-time incidental payment of USD 150.00 for Cloud Nine or Business Class passengers to cover small expenses. Economy-class passengers if their bag does not arrive on the following day's flight, an incidental payment of USD 100.00 is given. For domestic flights One-time incidental payments of ETB 750 for C-9 and ETB 600 for Economy class shall be given immediately upon arrival (all payments apply to non-residents at destination per customer).
Ethiopian will attempt to contact owners of unclaimed baggage when a name, address, or telephone number is available. Bags unclaimed after 7 days are sent to our headquarters in Addis Ababa, where continued efforts are made to locate the bag owners. To check on the progress of your lost, damaged, or delayed baggage, please call us at 800-445-2733 or go to our website. www.ethiopianairlines.com.


We want to make it easy for you to get your money back if your plans change. If you're eligible for a refund:

  • Credit card purchases: refunded within 7 business days

  • Cash/check payments: refunded within 10 business days

N.B The credit card issuer will refund the purchase price under the terms of the credit card agreement; your credit card statement may not immediately reflect the refund.

To process your refund smoothly, please include:

  • Your name and address

  • Credit card number

  • Ticket number(s)

  • Travel date, and route information

Refund requests can be made through our local ticket offices, travel agents, or by mail at using contact address from worldwide offices: or
Customer Refund Service Address for USA
 3133 Mt. Vernon Ave
 Alexandria, VA 22305

For passengers with disabilities:
 You deserve dignity, comfort, and full support throughout your journey.

  • Our team is trained to assist respectfully and without discrimination

  • A Complaint Resolution Official (CRO) is always available

  • We provide appropriate accommodations, especially during delays

  • Advance notice may be needed for some services

  • For flights operated by partners, please check their policies too

For unaccompanied minors:
 We take special care of children flying alone.

●       Under 5 years: Must be accompanied by an adult

●       Ages 5–11: Can travel with our Unaccompanied Minor service (adult fare + service fee)

Ages 12–17: May travel alone; Unaccompanied Minor service is optional

    Ethiopian is committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delay. Ethiopian has plans and processes in place to minimize such delays.
    If your flight is delayed while still on the ground, we’ll provide:

    • Drinking water and snacks

    • Access to working lavatories

    • Medical attention if needed


    Ethiopian is committed to operating a reliable schedule for our customers. Safety considerations, weather, air traffic control, operations and other factors may occasionally cause lengthy tarmac delay. Ethiopian has plans and processes in place to minimize such delays. We’ll first ask for volunteers to give up their seats, with compensation

    If you’re involuntarily denied boarding, we’ll explain your rights and provide:

     Written notice

     Compensation based on U.S. DOT regulations
    Compensation amounts may vary:
     No compensation if Ethiopian offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover not later than one hour after the planned arrival time of the passenger’s original flight;
     200% of the fare to the passenger’s destination or first stopover, with a maximum of $650, if Ethiopian offers alternate transportation that is planned to arrive at the passenger’s destination or first stopover more than one hour but less than four hours after the planned arrival time of the passenger’s original flight; or 
     400% of the fare to the passenger’s destination or first stopover, with a maximum of $1,300, if Ethiopian does not offer alternate transportation that is planned to arrive at the airport of the passenger’s destination or first stopover less than four hours after the planned arrival time of the passenger’s original flight.

    Ethiopian will provide you clear information about policies and service aspects that may be important to you on our website and, when you ask, through our telephone reservations /ticketing staffs and our representatives at the airport. This means providing clear information about:

    • Aircraft configuration, including seat size and pitch ranges at aircraft type and layout ;
    • Concerning the important terms and conditions that apply to your ticket and travel, please refer to our Contract of Carriage on our website: www.ethiopianairlines.com,
    • We also provide all important rules, restrictions and redemption information available in our Sheba Miles frequent flyer program through our web site, Membership Guide and inform the new updates through our newsletters. The recent updates will be availed on our website. www.ethiopianairlines.com.

      If you're flying on a code-share flight, we work closely with our partner airlines to uphold the same high standards you expect from Ethiopian Airlines.


      Your feedback helps us grow. If you have a complaint or concern:
      ● We’ll acknowledge it within 30 days

      ● We’ll respond with care and detail within 60 days

      Submit feedback through our website or by contacting customer service directly. We’re always here to listen.


      If your flight is canceled or you miss a connection because of us, we’ll:
      ● Book you on the next available Ethiopian flight

      ● If that’s not possible, we’ll offer:

      ○ Hotel accommodation

      ○ Ground transportation

      ○ One free 3-minute phone call to update someone at your destination

      We’re with you until you reach where you need to go.

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