Etihad Rail outlines passenger rights and refund policies

Etihad Rail has issued guidance regarding passenger rights and station procedures under its Passenger Charter. To avoid missing journeys, travelers are advised to arrive at the station at least 20 minutes before scheduled departure. Boarding gates close two minutes before the train departs, after which platform access is prohibited.

If a passenger misses a train for reasons not caused by the operator, no refunds or compensation will be provided. Passengers who fail to travel or cancel their tickets before the scheduled departure date will be classified as a ‘no-show,’ rendering the ticket invalid for travel without refund. The company also stated it is not liable for errors such as traveling to the wrong station, disembarking at the wrong stop, or boarding the incorrect train.

In instances where disruptions are caused by Etihad Rail, different rules apply. If a train is delayed by 30 minutes or more, passengers may choose to rebook on an alternative service or request a refund. For cancelled services, specific passenger options will be provided according to the charter.